Product Support Specialist

Thales
Vancouver
Workplace: HybridFull timeCAD 60,692.25 - 80,923 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Customer-facing communication","Problem-solving","Troubleshooting","Analysis","Collaboration"]

Work in a Global Support Success team replicating and diagnosing complex customer problems for Thales security and crypto products. You’ll troubleshoot issues across system configuration, functionality, logs, and customer environments, recommend workarounds, reproduce unknown problems, and coordinate with support, product/program managers, engineering, and vendors through the issue lifecycle. The role requires strong Linux/RHEL, networking, directory services (Active Directory/LDAP), and database/SQL fundamentals.

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FursaFursa
Thales
Thales
1 day ago

Product Support Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Work in a Global Support Success team replicating and diagnosing complex customer problems for Thales security and crypto products. You’ll troubleshoot issues across system configuration, functionality, logs, and customer environments, recommend workarounds, reproduce unknown problems, and coordinate with support, product/program managers, engineering, and vendors through the issue lifecycle. The role requires strong Linux/RHEL, networking, directory services (Active Directory/LDAP), and database/SQL fundamentals.
Location: Vancouver
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Answer customer questions and troubleshoot/resolve complex issues via phone or electronic communications across system configuration and product functionality.
  • •Diagnose customer issues with Thales Crypto products by interpreting logs/error messages and understanding the customer environment.
  • •Recommend solutions and workarounds to known problems and guide customers on applying them.
  • •Reproduce previously unknown issues and coordinate with product champions on customer setup and steps to reproduce.
  • •Support hotfix and patch implementation to minimize unexpected risks and ensure fixes resolve customer problems.

Pay and Benefits

Salary: CAD 60,692.25 - 80,923 annually
Perks:Health InsuranceDentalHsaLife InsuranceTravel AllowanceRetirement SavingsPaid LeaveGym Membership

Key Requirements

  • •Bachelor’s or associate’s degree in engineering, Computer Science, or a relevant field, or equivalent hands-on experience.
  • •2+ years supporting security, database, or enterprise software in a technical support, product support, or technical account management role.
  • •Strong understanding of Linux/RHEL and the ability to analyze packet captures/sniffer traces to troubleshoot routing, firewall, and connectivity issues.
  • •Experience with Active Directory and LDAP-based directories.
  • •Hands-on database support with strong SQL knowledge (e.g., MongoDB, MySQL, Oracle, MSSQL, or PostgreSQL) and ability to troubleshoot across application, database, network, and infrastructure layers.
Experience:2+ yearsSecurityDatabaseEnterprise softwareProduct supportTechnical support
Education:Bachelor's in Engineering or Computer Science (or another relevant field)
Skills:Customer-facing communicationProblem-solvingTroubleshootingAnalysisCollaboration
Tech Stack:LinuxRHELActive DirectoryLDAPPacket capturesTCP/IPOSPFRIPDNSVPNFirewall conceptsVMwareMongoDBMySQLOracleMSSQLPostgreSQLSQLMicrosoft ExchangeSharePoint

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