{"id":1172943,"url":"https://alion.io/job/thales-group-designated-support-engineer","title":"Designated Support Engineer","company":{"id":143,"name":"Thales Group","domain":"thalesgroup.com","url":"https://alion.io/company/thales","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":12,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"staff","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":33000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":24},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-24T09:03:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-24T21:07:26Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Location: Kuala-Lumpur, MalaysiaThales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.\nThales established its presence in Malaysia in 1981 and is currently a strategic partner to key customers involved in the primary businesses of defence and security, aerospace, and cybersecurity and digital identity. Headquartered in Kuala Lumpur, Thales has played an instrumental part in supporting Malaysia’s defence ecosystem in addition to delivering advanced solutions over the last 40 years. Committed to local collaborations, Thales works closely with Malaysian businesses and goverment sectors to provide cutting-edge systems and solutions that ensure safety, security, and readiness for the future.Key Responsibilities\nCustomer & Case Ownership\nServe as the primary technical point of contact for assigned customers\nOwn and manage complex, high-severity support cases through resolution\nMaintain deep understanding of customer architectures, configurations, and usage patterns\nEnsure timely, accurate, and customer-appropriate technical communication\nIncident & Escalation Management\nLead troubleshooting and resolution for P0/P1 incidents\nCoordinate cross-functional investigations with NOC, Engineering, Product, and other teams\nDrive root cause analysis (RCA) and corrective action plans\nProactively identify risks and recommend mitigation strategies\nProactive Support & Prevention\nPerform proactive environment reviews and health checks\nIdentify trends, recurring issues, and configuration gaps\nRecommend best practices to reduce incident recurrence\nSupport planned changes, peak traffic events, and customer initiatives\nStakeholder Collaboration\nPartner closely with Customer Success Managers (CSMs), Technical Account Managers (TAMs), and Sales Engineers\nAct as a trusted technical advisor to customers\nAlign internally on customer expectations, priorities, and delivery commitments\nDocumentation & Knowledge Sharing\nMaintain accurate case notes, technical documentation, and RCA reports\nContribute to internal knowledge bases and troubleshooting guides\nShare learnings and best practices with the broader support team\nRequired Qualifications\nBachelor’s degree in Computer Science, Engineering, or equivalent practical experience\n6 - 10+ years of experience in Technical Support, Systems Engineering, or similar customer-facing technical roles\nStrong troubleshooting skills across networking, security, and web technologies\nExperience handling high-severity incidents and customer escalations\nExcellent written and verbal communication skills\nPreferred Qualifications\nExperience supporting enterprise or regulated customers (e.g. financial services)\nKnowledge of cloud platforms, web application security, APIs.\nExperience working in a global, follow-the-sun support environment\nSoft Skills & Attributes\nStrong ownership mindset and accountability\nCalm, methodical approach under pressure\nAbility to balance customer advocacy with operational constraints\nProactive, detail-oriented, and customer-focused\nStrong collaboration and influencing skills\nAt Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference - for a safer, greener, and more inclusive world.","description_format":"text","description_chars":3828,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Satellite Communications","Satellite Manufacturing","Electronic Warfare","Information Security"],"lifecycle":[{"event":"open","at":"2026-09-24T09:03:00Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":49,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-09-25T00:01:27Z"},"pay":null,"html_url":"https://alion.io/job/thales-group-designated-support-engineer","json_url":"https://alion.io/job/thales-group-designated-support-engineer.json","meta":{"generated_at":"2026-09-25T00:01:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":33,"day_limit":5000,"remaining_today":4967,"minute_limit":60,"resets_at":"2026-09-26T00:00:00Z"}}}