{"id":165676,"url":"https://alion.io/job/thales-group-sr-escalation-engineer-client-services","title":"Sr. Escalation Engineer - Client Services","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":"A","score":97,"open_postings":36,"ghost_share":0.028,"stale_share":0.056,"repost_share":0.028,"time_to_fill_p50_days":47,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Belfast, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":80000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":9},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Db2","optional":false},{"name":"DNS","optional":false},{"name":"GCP","optional":false},{"name":"GDPR","optional":false},{"name":"HIPAA","optional":false},{"name":"Hyper-V","optional":false},{"name":"Kibana","optional":false},{"name":"MS SQL","optional":false},{"name":"MySQL","optional":false},{"name":"Oracle","optional":false},{"name":"PCI DSS","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Postman","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"Tcpdump","optional":false},{"name":"VMWare","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Wireshark","optional":false},{"name":"Bash","optional":true},{"name":"Git","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"Rest API","optional":true}],"status":"live","first_seen_at":"2026-08-04T00:00:00Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-15T21:12:55Z","board_verified":true,"closed_at":null,"days_open":74,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":74},"description":"Location: BELFAST ARNOTT HOUSE, United KingdomThales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services.\nTitle: Sr. Escalation Engineer - Client Services\nBase location: Belfast, Northern Ireland (Hybrid)\nSpecial Position Requirements\nGiven the critical nature of the customer issues supported, some after-hours/weekend work will be required. Participation in the 24 x 7 telephone support Rota is mandatory for this position.\nPosition Summary\nThis is an exciting opportunity to join a growing Global Support Organization and provide World class Support for all Thales products. Thales is a leading global provider of data protection solutions with more than 40 years’ experience securing the world’s most sensitive information. Our customers-businesses, governments, and technology vendors with a broad range of challenges use Thales e-Security products and services to improve the security of applications that rely on encryption and digital signatures.\nBy protecting the confidentiality, integrity, and availability of sensitive information that flows through today’s traditional, virtualized, and cloud-based infrastructures, Thales helps organizations reduce risk, demonstrate compliance, enhance agility, and pursue strategic goals with greater confidence.\nPosition Scope\nAs a member of a collaborative Client Services team, the Escalation Engineer will provide product escalation support to the Client Services Tech support team, for specific product, in constructing complex customer deployments, analyzing for root causes, recommending remediation procedures or best practices and documenting test methods, processes and knowledge bases. In addition, this position is responsible for validating proper interoperability of Thales products with other third-party vendor software/Solutions\nThis is a multi-disciplined role; the successful candidate should be able to perform hardware/software setup in a variety of lab configurations. This will include various OS platforms, storage products, databases, file systems, security protection software, HA clustering software, etc. The candidate must be a strategic thinker, well organized and able to work within fast-paced engineering environments and is also expected via collaboration with the broader Technical Support, QA and Developer teams to drive continual improvements to our processes and methodologies, all with the goal of continually improving the product quality and customer experience.\nThis is a dream job for an individual who likes to develop and maintain proficiency across a wide variety of enterprise-class hardware and software products.\nKey Responsibilities and Tasks\nWork closely with global support engineers on customer escalation issues to ensure timely resolution\n\nConfigure and duplicate the customer’s environment where necessary to replicate the issues for diagnosing\n\nIdentify the root causes and use this information to improve continuously within support & field service teams\n\nWork closely with global development teams to diagnose issues and validating fixes\n\nGiven the critical nature of the customer issues supported, some after-hours/weekend work will be required. Participation in the 24 x 7 telephone support Rota is mandatory for this position\n\nServe as a Thales product support expert who will work closely with other department as required to facilitate training on new product and features and maintaining a database of training videos for support review.\n\nWork closely with our engineering and product management teams to communicate customer needs, issues, and trends to successfully use Thales products.\n\nIdentify and champion product enhancement requests as customer advocates.\n\nCreate knowledge and support articles, webinars, white papers, and other materials that help customers use Thales products.\n\nOther duties as assigned\n\nTechnical Knowledge/Skills & Experience Required\nEssential:\nOperating Systems & Infrastructure Strong Linux & Windows Server administration skills System performance analysis (CPU, memory, disk, processes, services) Log analysis and troubleshooting Virtualization platforms (VMware, Hyper-V) Basic cloud exposure (AWS, Azure, GCP)\n\nNetworking fundamentals TCP/IP, DNS, routing, NAT, VPN concepts Packet capture and analysis (Wireshark, tcpdump) Load balancer concepts\n\nDatabase Knowledge Strong understanding of databases (Oracle, MSSQL Server, PostgreSQL, DB2, MySQL) SQL query analysis and troubleshooting Database performance fundamentals Understanding of DB connectivity/authentication Replication and HA concepts\n\nSecurity & Compliance Fundamentals Vulnerability and risk concepts Encryption fundamentals Compliance standards awareness (PCI-DSS, SOX, HIPAA, GDPR)\n\nDiagnostic Tools Wireshark, tcpdump, curl/Postman, Fiddler, Splunk/Kibana basics, Database tracing tools\n\nGood to have\nBasic scripting (Bash, Python, PowerShell, REST API fundamentals, JSON/XML parsing)\nAutomation mindset for repetitive diagnostics\nBasic Git familiarity\nTroubleshooting & Escalation Skills\nAnalytical & Troubleshooting skills\n\nRoot Cause Analysis (RCA)\n\nComplex log correlation\n\nCrisis Management\n\nReproducing customer issues in lab environments\n\nPerformance bottleneck identification\n\nClear technical documentation skills\n\nStrong ownership and accountability mindset\n\nAbility to independently lead P1/P0 customer escalations\n\nMentorship and enablement of Support teams\n\nTrend analysis and recurrence prevention\n\nContribution to KBs, tooling, automation, and process improvements\n\nStrong understanding of enterprise customer environments and deployment patterns\n\nEducational Requirements\nBachelor’s degree in computer science /engineering or technical field or equivalent experience.\n\nProfessional Attributes\nDemonstrates the Thales Values:\nFocus on Customers\nPerform through teaming\nInnovate, decide and act quickly\nDevelop our people\nProactive - Develops practical solutions, takes ownership, has a ‘can do' rather than ‘won’t do’ approach\nTechnically curious - Regards technology problems as challenges\nTeamwork - Connected to the business, communicates openly, shares information and knowledge, networks internally and externally, persuades rather than pushes, involves colleagues, respects colleagues\nCreative - Connects the technical dots with a goal of building customer value\nResponsive - Always reacts quickly and with a sense of urgency to requests, issues, e-mails or other events in a timely and flexible fashion\nApplicants must be legally authorized to work in the UK at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future.\nAt Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here.\nWe are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here.\nIf this role isn’t quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here.\nJoin Thales in the UK - Innovate with us and shape the future!","description_format":"text","description_chars":7843,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Annual leave","Health insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"},{"name":"Ireland","iso":"IE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Satellite Communications","Satellite Manufacturing","Electronic Warfare","Information Security"],"lifecycle":[{"event":"open","at":"2026-08-04T00:00:00Z"},{"event":"close","at":"2026-09-09T23:04:40Z"},{"event":"open","at":"2026-10-14T02:00:51Z"}],"visa":[],"liveness":{"score":24,"band":"cold","label":"Long shot","p_open":1,"p_active":0.667,"p_room":0.36,"age_days":73,"expected_fill_days":47,"reasons":["conf:8","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-16T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/thales-group-sr-escalation-engineer-client-services","json_url":"https://alion.io/job/thales-group-sr-escalation-engineer-client-services.json","meta":{"generated_at":"2026-10-17T05:02:03Z","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":6622,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"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-sr-escalation-engineer-client-services"},{"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-sr-escalation-engineer-client-services"},{"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-sr-escalation-engineer-client-services"},{"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-sr-escalation-engineer-client-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthales-group-sr-escalation-engineer-client-services"}]}