Sr. Escalation Engineer – Client Services

Overview

As a Sr. Escalation Engineer in Thales Client Services, you will drive critical issue resolution for Thales products in a global support setting. You’ll work with cross-functional teams to reproduce problems, identify root causes, and guide fixes, while ensuring interoperability with third-party software. The role blends lab debugging, specialist knowledge sharing, and process improvements to elevate product quality and customer experience. This is a hands-on, high-impact position in a fast-paced engineering environment with a strong emphasis on after-hours support when needed.

Pay / Benefits

• private medical insurance
• cycle to work schemes
• employee discounts
• paid volunteering day
• stocks and shares
• annual bonus

Responsibilities

• Collaborate with global support engineers to resolve escalated customer issues
• Replicate customer environments to diagnose problems
• Identify root causes and drive process improvements in support and field service
• Coordinate with global development teams to diagnose issues and validate fixes
• Participate in after-hours/weekend 24×7 support rotation
• Provide training and maintain knowledge resources for support review
• Communicate customer needs and trends to engineering/product management
• Champion product enhancement requests and contribute to knowledge bases and automation initiatives
• Lead P1/P0 escalations and mentor support teams
• Create knowledge artifacts (articles, webinars, white papers) to aid customers

Key requirements

• Strong Linux & Windows Server administration skills
• System performance analysis (CPU, memory, disk, processes, services)
• Networking fundamentals (TCP/IP, DNS, routing, NAT, VPN)
• Database knowledge (Oracle, MSSQL, PostgreSQL, MySQL, DB2) and SQL troubleshooting
• Security & compliance fundamentals (PCI-DSS, SOX, HIPAA, GDPR)
• Diagnostic tools proficiency (Wireshark, tcpdump, curl/Postman, Fiddler, Splunk/Kibana)
• Scripting basics (Bash, Python, PowerShell) and REST API fundamentals
• Ability to lead complex escalations and work with cross-functional teams
• Strong documentation and trend analysis capabilities
• Customer-focused mindset with ownership and accountability

• Analytical thinking
• Strong ownership and accountability
• Clear technical documentation
• Linux and Windows Server administration
• Virtualization (VMware, Hyper-V)
• Cloud exposure (AWS, Azure, GCP)

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