Position Summary
Ottawa, Hybrid
This is a customer-facing technical support position.
In this role, you will be supporting our customs that are users, software developers and/or product managers, and requires programming support for our products.
This is NOT a PC / Network Technician or IT position.
Key Areas of Responsibility
Under general direction provides technical support, diagnosing problems, recommending workarounds to Thales Software Monetization customers, answering complex questions on functionality and usage of products, including programming support of API’s and web services via e-mail, the telephone and/or Internet.
Serves as the primary support liaison between company and customer.
Convey customer feedback to product development staff.
Possesses thorough knowledge of company’s Software Monetization products used by our customers.
Responsible for managing customer expectations and patch deliverables and upgrades.
It is also necessary to work alongside our Professional Services and Managed Services teams and to understand and support the product customizations and solutions produced by these teams.
Work into a Product Champion position.
Minimum Qualifications
Master or Bachelor Degree in Computer Science or equivalent education and experience required. (E.g. MSCS or BSCS).
5+ years working in a technical support role, providing technical application support, in-depth troubleshooting and diagnostics to the issues reported by customers/clients. Developing and/or debugging customer’s application code.
Ability to work in a fast-paced environment with changing priorities, prioritize multiple tasks and work with deadlines is essential.
Ability to learn and integrate new technologies in a fast-paced environment.
Good working computer networking knowledge of networking protocols, VPN, and firewall is required
Good working programming knowledge is required with either C / C++, C#, VB.NET and/or JAVA, other programming languages are a plus. Must be able to write, read and understand program source code.
Knowledge of building Microsoft Visual Studio projects and debugging.
In-depth knowledge of Windows and good working knowledge of Linux/UNIX.
Some knowledge of Datadog.
Some knowledge of software expectations licensing technologies.
Knowledge on web servers (Tomcat and IIS), databases (SQL and MySQL) and web services.
Familiarity with virtual environments (VMware, Microsoft Hyper-V or equivalent) and hosted environments (GCP, AWS and Azure).
If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!
Why Join Us?
Say HI and learn more about working at Thales click here.
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Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.