Sr. Escalation Engineer - Client Services

Belfast Source: WhatJobs

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Overview

As a Sr. Escalation Engineer in Thales Client Services, you will drive critical issue resolution for Thales products in a global support setting. You’ll work with cross-functional teams to reproduce problems, identify root causes, and guide fixes, while ensuring interoperability with third-party software. The role blends lab debugging, specialist knowledge sharing, and process improvements to elevate product quality and customer experience. This is a hands-on, high-impact position in a fast-paced engineering environment with a strong emphasis on after-hours support when needed.

Pay / Benefits

private medical insurance
cycle to work schemes
employee discounts
paid volunteering day
stocks and shares
annual bonus

Responsibilities

Collaborate with global support engineers to resolve escalated customer issues
Replicate customer environments to diagnose problems
Identify root causes and drive process improvements in support and field service
Coordinate with global development teams to diagnose issues and validate fixes
Participate in after-hours/weekend 24x7 support rotation
Provide training and maintain knowledge resources for support review
Communicate customer needs and trends to engineering/product management
Champion product enhancement requests and contribute to knowledge bases and automation initiatives
Lead P1/P0 escalations and mentor support teams
Create knowledge artifacts (articles, webinars, white papers) to aid customers

Key requirements

Strong Linux & Windows Server administration skills
System performance analysis (CPU, memory, disk, processes, services)
Networking fundamentals (TCP/IP, DNS, routing, NAT, VPN)
Database knowledge (Oracle, MSSQL, PostgreSQL, MySQL, DB2) and SQL troubleshooting
Security & compliance fundamentals (PCI-DSS, SOX, HIPAA, GDPR)
Diagnostic tools proficiency (Wireshark, tcpdump, curl/Postman, Fiddler, Splunk/Kibana)
Scripting basics (Bash, Python, PowerShell) and REST API fundamentals
Ability to lead complex escalations and work with cross-functional teams
Strong documentation and trend analysis capabilities
Customer-focused mindset with ownership and accountability