Senior Support Engineer

Senior Support Engineer

As a Customer Senior Support Engineer in a software development company, you will be assisting our airline customers with their daily operations. You will provide them with support on our different applications, dig through logs, connect to servers, query databases, analyze issues and try to reproduce them, document recurring issues and guides, write out RCAs, train your fellow teammates with your gained experience, mail, call and meet with customers and provide quality solutions to their problems by translating the reported issues to the necessary stakeholder(s). You'll have to ask the right questions and do the necessary investigation, all this by communicating with the right tone of voice. You ll involve other teams and troubleshoot together after documenting your troubleshooting journey, inform yourself of new and/or existing bugs/issues and update your knowledge of new product releases. You'll use the offered ticketing systems named Zendesk and Jira.

You will use tools like Putty, MySQL Workbench, Terminal, Powershell, Hawtio, come into contact with API calls, AWS, Gsuite and others. You will be required to work independently, write documentation, support other teams in troubleshooting, analyze problems, understand code, coordinate meetings, pinpoint what's missing to become more efficient, lead by example and optimize processes. Being part of an international company, you'll take part in our 24/7 support line throughout your AVIOBOOK career.

You will work closely with other Support Engineers in your team as well as the Operations and Product team to handle the reported issues or business requests. You will deliver high quality service every day to keep our customers happy! Seeing our headquarters are based in Belgium, you ll be required to visit Belgium at least twice a year and work to sync with your Belgian colleagues. International teambuilding is also offered.

If you happen to have aviation knowledge, that's a big plus!

ESSENTIAL DUTIES / KEY AREAS OF RESPONSIBILITIES:

• Support the customer through phone, meetings, ticketing system
• Test, optimize and write out procedures for the team
• Work closely with other departments through Slack, meetings and ticketing system
• Send out communications about upcoming releases, maintenance, downtimes
• Work out feature requests in detail, understand what the customer wants and needs
• Translate technical lingo into normal language
• Be part of the 24/7 team one week every 5-10 weeks
• Incident/change/problem management
• Write out RCAs
• Understand Java, Angular, Swift, XML, CSS,
• Logically and analytically assess issues
• Be aware of new changes, existing bugs, known issues throughout our product
• Keep yourself up to date about internal processes like release and deployment management
• Excellent written and verbal communication skills
• Prioritize workload in function of ticket severity
• Deliver second line support and tackle the advanced issues

Chorus Role(s):

Systems Engineer (SE)

Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language:

• Bachelor s degree in informatics, computer science or a similar field of study with a minimum of 8-12+ years of relevant work experience or Master s degree in informatics, computer science or a similar field of study with 6+ years of relevant work experience
• Minimum 5 years of experience in a similar role in supporting a software development company

Preferred Qualifications:

• 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
• Aviation enthusiast

Physical Demands

• Typical office environment. No special physical requirements.

Special Position Requirements

� Schedule: A rotating schedule of 3 days of work, 3 days off will be required. 12 Hour shifts starting from 7am to 7pm.

� Physical Environment: Hybrid work model available. Employee is required to work on-site in the Dallas office at least 2-days a week or as directed by management

� Travel: 3 weeks training in Belgium to start, twice (or more) a year traveling to Belgium

Customer Location Based or Site Visits: Please select this box if this position is primarily based in a customer location or will require regular travel to and from one or more customer sites to perform the essential functions of the position.

Personal or Company/Pool Vehicle Usage: Please select this box if this position will be issued a company vehicle or will be required to use their personal vehicle for travel or customer visits to perform the essential functions of the position.

(The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required by management.)

Thales is an Equal Opportunity Employer.

This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at [email protected].