Customer Operations AND Support Engineer

Customer Operations And Support - Level 1

As an Operations and Support Engineer for the Thales Digital Banking and Payment Services team, you will provide Tier I technical support and incident management for hosted and managed services. You will also be a part of a global team that delivers 24/7 support and incorporates service monitoring to meet the requirements of customer service level agreements.

A week in the life of a Customer Operations and Support L1:

• You will establish and maintain contact with customers for request and incident management.
• You will deliver Tier I technical support for customers on hosted and managed services and escalate critical issues to Tier II support.
• You will provide service monitoring and associated predefined actions on hosted and managed service and escalate to Tier II as needed.
• You will support recurring service operations on hosted and managed services.
• You will participate to the handover from set-up to production by reviewing service documentation and monitoring testing and internal tools.

Knowledge, Skills and Experience:

• To succeed at this job, you must have experience with Linux or Unix administration, AWS/Cloud, Unix or Shell scripting, ticketing systems and call, escalation, incident and customer relationship management.
• Required experience in AWS or any cloud services.
• It would be preferred if you have experience in technical support.
• You must be fluent in English.
• We would like someone to join our team who is a strong verbal and written communicator, organized, process-minded and a team-player.
• You must have a Degree in Engineering.

At Thales, we're committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you'll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.