Technical Lead

About the Role

Based in Singapore, Thales is a global technology pioneer working with governments and enterprises to address critical challenges across artificial intelligence, cybersecurity, quantum technologies, and more. The company operates robustly in aerospace, defense, digital identity, and security sectors, with over 2,000 employees locally. The Technical Lead will join the technical support team to deliver expert post-sales assistance on complex encryption and authentication products, acting as the principal liaison between Thales and its clients. This role also supports pre-sales Proof of Concept issues when necessary.

Key Responsibilities

• Respond to complex customer inquiries and resolve issues related to system setup, product functionality, and software bugs across multiple communication platforms.
• Diagnose and troubleshoot problems involving Thales Authentication and Encryption products, interpreting logs, errors, and assessing customer environments.
• Provide technical advice and recommend solutions or workarounds to known product issues.
• Offer guidance on integrating Thales products with third-party solutions.
• Replicate and document previously unknown issues and collaborate with product champions and development teams to address them.
• Ensure clear and consistent documentation of issues using team tools.
• Assist with applying hotfixes and patches to mitigate risks and verify problem resolution.
• Mentor and support fellow engineers in complex problem-solving and diagnostic techniques.
• Manage critical support escalations, taking ownership from initial support engineers and maintaining communication with customers.
• Maintain and improve the knowledge base for the product line by creating, editing, and publishing articles accessible to internal teams and customers.
• Support New Product Introductions by coordinating with R&D and Product Management to document new features, facilitate knowledge transfer, and manage lab resources globally.

Required Qualifications and Experience

• Minimum 5 years of industry experience in technical customer support, particularly related to network and data security products.
• Bachelor’s or Master’s degree in Engineering, Computer Science, or a related discipline.
• Strong understanding of encryption and cryptographic key management for safeguarding sensitive data across databases, applications, storage solutions, virtualized platforms, and cloud environments.
• Knowledgeable about cryptographic principles, including public key exchange, digital signatures, data communications, and Public Key Infrastructure (PKI).
• Familiarity with Federal Information Processing Standards (FIPS) and related NIST regulations is desirable.
• Experience with Linux distributions (RHEL, CentOS, Ubuntu) and Windows Server operating systems, alongside networking protocols such as TCP/IP, UDP, and IP addressing.
• Basic programming capabilities in C/C++ and Java; database experience with Oracle and MS SQL Server is advantageous.
• Understanding of RSA Public-Key Cryptography Standards (PKCS) and public cloud platforms including AWS, VMware vCloud Air, and Microsoft Azure is preferred.
• Willingness and ability to provide occasional after-hours and weekend on-call support, with a team-based rota system to manage workloads fairly.
• Ability to travel as needed for work requirements.

Additional Information

Thales is dedicated to creating an inclusive workplace where respect, trust, and collaboration inspire passion and innovation. Candidates can expect to thrive in a supportive environment empowered to make meaningful contributions to a safer and more inclusive world.