Support L3 Engineer

at  Thales

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.
As a Technical Support Engineer – Level 3 Expert for Thales, you will be involved in tier III application support for incidents, problems, change management and managed solutions.

QUALIFICATIONS & EXPERIENCE

• Bachelor´s degree in systems engineering, electronics engineering, Software Engineering, IT, or related fields.
• At least 2 years of experience in S&M jobs.
• Intermediate knowledge of operating systems and networking.
• Web service configuration and a notion of databases.
• Fluent in Spanish and English (B2).

POSITION REQUIREMENTS

• Availability to perform on-call (after hours) shifts.
• Availability to travel internationally within LATAM.
• Colombian citizenship or work permit.
• Hybrid role, office based in Bogotá.
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• Manage case load (full escalations and requests for assistance)
• Diagnose and solve technical issues at 3rd level and where needed, escalate to internal development teams as required.
• Detect, investigate, recreate, and raise defects. Track defects through internal systems and turn around fixes for Production issues, set up environment to reproduce issues and test potential workarounds, develop ad-hoc solutions (e. g. scripts, coding) to address issues as workarounds.
• Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use, leverage opportunities for continuing education.
• Work closely with other Systems Analysts, Developers, Testers, and Project Managers to improve customer satisfaction.