{"id":180917,"url":"https://alion.io/job/thales-group-product-support-specialist","title":"Product Support Specialist","company":{"id":143,"name":"Thales Group","domain":"thalesgroup.com","url":"https://alion.io/company/thales","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":306,"ghost_share":0.013,"stale_share":0.846,"repost_share":0.013,"time_to_fill_p50_days":44,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vancouver, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60692,"max":80923,"currency":"CAD","period":"year","gross":null,"usd_annual":57859},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Bash","optional":false},{"name":"DNS","optional":false},{"name":"GCP","optional":false},{"name":"LDAP","optional":false},{"name":"Linux","optional":false},{"name":"MS SQL","optional":false},{"name":"MySQL","optional":false},{"name":"Oracle","optional":false},{"name":"OSPF","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Python","optional":false},{"name":"SharePoint","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-08-31T17:58:53Z","employer_posted_date":"2026-08-31","last_verified_at":"2026-10-31T23:27:26Z","board_verified":true,"closed_at":null,"days_open":61,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":61},"description":"Location: Vancouver - Burrard St, CanadaThales 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 billions 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.Position Summary\nAs a member of a Global Support Success team, the Product Support Specialist will be instrumental in replicating complex customer problems, diagnosing possible causations, recommending remediation techniques, and managing level 2 to 3 customer interactions.\nThe primary focus of this position is to assist with defining methodologies and processes that will improve the overall management of customer reported problems to the greatest degree possible.\nThe Product Support Specialist must be able to work under minimal supervision. This position will work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the teams for customer issue and will attend team calls to free up the team lead to focus more on the daily management of the support staff. The Product Support Specialist will also work closely with product and program managers, customers, and third-party vendors as necessary, providing support throughout the customer issue lifecycle.\nEssential Functions\nAnswer customers’ questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades.\nAdvice customers, work to diagnose customer issues with Thales Crypto products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.\nRecommend solutions and workarounds to known problems and provide advice to customers on how to apply the solution or workaround.\nProvide guidance and support on how to use Thales products with 3rd party solutions and supported integrations.\nReproduce previously unknown issues (if need be) and interface with the Product Champion providing the customer setup and steps to reproduce the issues.\nIdentify and document issues consistently and clearly using group tools.\nSupport implementation of hotfixes and patches to minimize risk of unexpected issues and ensure that the fix resolves the customer problem\nMinimum Requirements\nBachelor’s or associate’s degree in engineering, Computer Science, or another relevant field of study, or equivalent hands-on experience.\nStrong understanding of Linux / RHEL.\nExperience with Active Directory and LDAP-based directories.\nAbility to analyze packet captures/sniffer traces and troubleshoot routing, firewall, and connectivity issues.\nStrong networking knowledge including TCP/IP, routing protocols such as OSPF and RIP, DNS, VPNs, and firewall concepts.\nExperience with virtual environments such as VMware or equivalent technologies.\nHands-on experience with databases including MongoDB, MySQL, Oracle, MSSQL, or PostgreSQL, with strong SQL knowledge.\nExperience supporting data security, database activity monitoring, and audit/compliance solutions.\nKnowledge of Microsoft technologies such as Exchange, SharePoint, Active Directory, and Windows Server is an advantage.\nExperience with scripting and automation using Bash, Python, Shell, or similar tools.\nAbility to troubleshoot complex issues across application, database, network, and infrastructure layers.\nStrong customer-facing communication skills with the ability to provide creative solutions and help customers and partners succeed. Experience working with cloud environments such as AWS, Azure, or GCP is an advantage.\n2 or more years of experience in a technical support, product support, or technical account management role supporting security, database, or enterprise software products.\nPrior experience supporting database security or similar monitoring and compliance platforms is highly preferred.\nPreferred Qualifications\nMaster’s degree in Engineering, Computer Science and or another relevant field of study.\nDatabase skills MongoDB and PostgreSQL\nKnowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage\nThe anticipated TTC range for this role is 60,692.25 - 80,923.00 CAD Annual. The Company reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.\nIf you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.\nWhy Join Us?\nSay HI and learn more about working at Thales click here\nThales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:\nCompany paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.\nRetirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.\nCompany paid holidays, vacation days, and paid sick leave.\nVoluntary Life, AD&D, Critical Illness, Long-Term Disability.\nEmployee Discounts on home, auto, and gym membership.\nThales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.","description_format":"text","description_chars":6459,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":true},"security_clearance":false,"languages":[]},"benefits":["Gym membership","Retirement plans"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Satellite Communications","Satellite Manufacturing","Electronic Warfare","Information Security"],"lifecycle":[{"event":"open","at":"2026-08-31T17:58:53Z"},{"event":"open","at":"2026-10-14T02:00:51Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long shot","p_open":1,"p_active":0.429,"p_room":0.44,"age_days":60,"expected_fill_days":44,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":{"stated_usd_annual":57859,"is_top_pay":false},"html_url":"https://alion.io/job/thales-group-product-support-specialist","json_url":"https://alion.io/job/thales-group-product-support-specialist.json","meta":{"generated_at":"2026-11-01T02:58:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4517,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":143},"rest":"https://alion.io/mcp/rest/get_company?id=143"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthales-group-product-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthales-group-product-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthales-group-product-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/thales-group-product-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthales-group-product-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":180917}},{"tool":"search_jobs","arguments":{"company":"thalesgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":180917},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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