Designated Support Engineer

Thales
Malaysia
Workplace: HybridFull timeFunction: Design (Product/UX/UI/Visual)Experience: 6+ yearsEducation: bachelorsSkills: ["Ownership mindset","Accountability","Calm under pressure","Proactive","Collaboration","Influencing skills","Detail-oriented","Customer-focused"]

Own complex, high-severity customer support cases as the primary technical point of contact, leading troubleshooting and resolution for P0/P1 incidents. Coordinate cross-functional investigations and drive root-cause analysis with corrective action plans. Perform proactive environment reviews and health checks to prevent recurrence, communicate technical updates clearly, and maintain documentation and knowledge bases while partnering with CSMs, TAMs, and Sales Engineers.

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FursaFursa
Thales
Thales
3 hours ago

Designated Support Engineer

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own complex, high-severity customer support cases as the primary technical point of contact, leading troubleshooting and resolution for P0/P1 incidents. Coordinate cross-functional investigations and drive root-cause analysis with corrective action plans. Perform proactive environment reviews and health checks to prevent recurrence, communicate technical updates clearly, and maintain documentation and knowledge bases while partnering with CSMs, TAMs, and Sales Engineers.
Location: Malaysia
Workplace: Hybrid
Employment Type: Full time
Job Function: Design (Product/UX/UI/Visual)
Seniority: Mid level

Key Responsibilities

  • •Serve as the primary technical point of contact for assigned customers and manage complex, high-severity support cases through resolution.
  • •Lead troubleshooting and resolution for P0/P1 incidents, coordinating cross-functional investigations with NOC, Engineering, Product, and other teams.
  • •Drive root cause analysis (RCA) and corrective action plans, identifying risks and recommending mitigation strategies.
  • •Perform proactive environment reviews and health checks to identify trends, recurring issues, and configuration gaps; recommend best practices to reduce incident recurrence.
  • •Maintain accurate case notes, technical documentation, and RCA reports; contribute to internal knowledge bases and troubleshooting guides.

Key Requirements

  • •Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
  • •6–10+ years of experience in technical support, systems engineering, or similar customer-facing technical roles.
  • •Strong troubleshooting skills across networking, security, and web technologies.
  • •Experience handling high-severity incidents and customer escalations.
  • •Excellent written and verbal communication skills.
Experience:6+ years
Education:Bachelor's
Skills:Ownership mindsetAccountabilityCalm under pressureProactiveCollaborationInfluencing skillsDetail-orientedCustomer-focused
Tech Stack:NetworkingSecurityWeb technologiesCloud platformsWeb application securityAPIsRCA reports

Company Brief

Thales
Designs and delivers advanced systems and services for aerospace, defence, security, and digital identity and cybersecurity markets, serving government and commercial customers worldwide.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 2000
WebsiteLinkedIn