Thales · 2 days ago
Customer Support Engineer
Irving, TX
Full-time
Hybrid
Senior Level
$104K/yr - $174K/yr
5+ years expThales is a company that specializes in aviation solutions including in-flight entertainment systems and avionics. They are seeking a Customer Support Engineer to provide hands-on support for airline customers, troubleshoot complex issues, and collaborate across teams to ensure smooth operations of their aviation software solutions.
AerospaceCyber SecurityIndustrial ManufacturingMilitaryRemote SensingSecurityTransportation
No H1B
Responsibilities
Support airline customers through calls, meetings, and ticketing systems (Salesforce & Jira), delivering second-line support and resolving advanced issues with a focus on quality and speed while translating complex technical details into clear, customer-friendly language
Communicate proactively about upcoming releases, maintenance windows, and downtimes, and manage incidents, changes, and problems following ITIL principles
Query and analyze info, warning, error, and debug logs, figure out and document reproduction scenarios, and extract the essence of issues using tools such as DBeaver, PowerShell, Hawtio, Salesforce, AWS, and Gsuite
Understand and interpret code structures in Java, Angular, Swift, XML, JSON, and CSS to support troubleshooting
Work closely with Product, Operations, and Engineering teams via Slack, meetings, and ticketing systems to resolve complex cases, analyze and refine feature requests, and stay current on new product releases, known issues, and internal processes such as release and deployment management
Write detailed internal and external Root Cause Analyses including input from all stakeholders, test, optimize, and create internal support procedures and documentation, prioritize workload based on ticket impact and severity, and lead by example in process optimization and communication best practices
Qualification
Required
Bachelor's degree in a related field of study with a minimum of 5–8+ years of relevant work experience or a combination of education and comparable work experience
Minimum 1 year of application support experience
Minimum 1 year of experience in a similar role supporting a software development company
A proactive, curious, and problem-solving mindset, with a willingness to troubleshoot and resolve technical issues
Highly organized, with the ability to effectively plan, document findings and test results, track priorities, and coordinate the resolution of engineering challenges in a fast-paced environment
Excellent verbal and written communication skills, with the ability to adapt communication styles to suit various stakeholders (including Engineering teams, Customers, Program Management, and Field/Repair Shop personnel), and capable of synthesizing complex issues into clear and understandable information
Applicants must be legally authorized to work in the United States for any employer at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future
Preferred
Experience with the Jira/Confluence/Bitbucket suite
ITIL knowledge
Working experience of Linux, Java, Angular, XML, APIs, REST, and more
Solution oriented and logical thinker
Salesforce experience
Benefits
Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance
Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period
Company paid holidays and Paid Time Off
Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program
Company
Thales
Thales (Euronext Paris: HO) is a global leader in advanced technologies for the Defence, Aerospace, and Cyber & Digital sectors.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$533.58MKey Investors
European Investment Bank
2025-09-17Post Ipo Debt· $533.58M
1999-04-01IPO
Leadership Team
Abdelhafid Mordi
Chairman & CEO Thales Emarat Technologies
Emily Tan
CEO, Thales Solutions Asia Pte Ltd and Country Director, Thales in Singapore
Recent News
2026-01-20
Company data provided by crunchbase