Product Support Team Lead (CWAF)

Location: MAKATI, Philippines

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

Thales has been present in the Philippines since 2002, and continues to support the country’s big ambitions in the aerospace, defence and digital security sectors. As a committed partner to the country, Thales works closely with key Filipino partners in the areas of digital identity and security, air traffic management and defence, where its technologies and services supplied Digital Identity & Security business lie at the heart of modern life, from payment to enterprise security and the internet of things. Thales employs a workforce of close to 200 employees in the Philippines, across two facilities in Manila and Laguna.

Requirements:

• "Advanced Networking knowledge in Internet environment (TCP/IP, HTTP, DNS, HTTPS/SSL/TLS, Layer2 thru Layer7, load balancing, proxies
• Heavy Experience with analyzing Wireshark/TCP-dumps, server logs, core files (kernel and user space)
• and Debugging tools such as Burp/Fiddler/Postman
• Working knowledge with Public cloud deployments
• Solid Security Knowledge including firewalls, CVEs, well known attacks, and best practices
• Experience with CRM systems such as Salesforce/Service Now
• Experience with Jira or similar platform,
• Solid understanding of RFC and standards
  
  
  

Tech lead experience - should have 3 or more years:

mentoring and helping to build a technical team / proven record for resolving complex techncial issues / engaging customer over a call and remote sessions / managing high temp situations / leading a team when manager is not available "

Key Responsibilities:

• Coach, mentor, and develop team members to optimise performance and achieve key performance indicators (KPIs).
• Resolve complex customer issues through advanced troubleshooting and problem-solving, ensuring customer satisfaction.
• Analyse support processes to identify inefficiencies and implement improvements to enhance team efficiency and customer experience.
• Track and analyse key performance indicators (KPIs) to identify trends and develop strategic initiatives to enhance support team performance.
• Leading and mentoring a team of 5 engineers.
• Own your code - be the last line of support cases and handle production issues when necessary.
  
  
  

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!