Thales 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 billons 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**:
We are looking for a skilled and motivated Support Engineer to join our Product Support team. In this role, you will be responsible for managing and resolving complex technical issues reported by customers using our Data Security Platform, with a strong focus on high-impact, customer-facing problem-solving.
You will work closely with customers, Engineering, and Product Management to ensure timely resolution of issues and to represent the voice of the customer within the organization.
**Key Responsibilities**:
Manage customer-reported issues related to our Data Security products and services.
Perform advanced troubleshooting and debugging to identify root causes and deliver effective solutions or workarounds.
Reproduce complex issues in lab environments and escalate them to Engineering when deeper investigation is required.
Ensure incidents are acknowledged, investigated, and resolved in accordance with SLAs (response time, restoration time).
Participate in a 24x7 on-call rotation to provide continuous support for critical customer needs.
Work during the Americas time shift.




Represent the voice of the customer internally, advocating for their needs and influencing product improvements.
Maintain accurate records of investigations, findings, and solutions within support systems and knowledge bases.
**Minium Requeriments**:
To be successful in this role, you should have:
3 to 5 years of experience in a technical, customer-facing role such as Support Engineer, DevOps Engineer, or Site Reliability Engineer.
Prior experience working with data security products is strongly preferred.
Strong experience with Linux environments and system-level debugging.
Hands-on experience with MongoDB and other databases such as MySQL, Oracle, and MS SQL; solid command of SQL.
Scripting and automation experience using bash, Python, or similar.
Excellent troubleshooting skills and a methodical approach to problem-solving.
Strong written and verbal English communication skills.
Ability to work independently in a fast-paced environment and handle competing priorities effectively.
Proven ability to collaborate with international customers and cross-functional teams.
Bachelor's or Master's degree in Computer Science, Engineering, or a related technical field.
**Preferred Qualifications**:
Experience supporting data security or data analytics platforms.
Familiarity with customer escalation processes and working closely with Engineering teams.
If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!
**Why Join Us?**
Say HI and learn more about working at Thales _click here_
LI-Remote

📌 Product Support Engineer- Data Security (México)
🏢 Thales
📍 México