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 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.

Global Support Architect (Appsec)

Position Summary

The General Support Architect Team was created to be a central team who would provide technical leadership to the wider Appsec Support and Escalation teams as well as acting as a customer advocate to both the Cloud and On-Prem Product Development teams.
The team will also have responsibility for developing tooling and processes to assist the Support and Esc teams to effectively and efficiently support the Appsec product suites,



as well as ensuring the processes are in place to allow the teams to take Support ownership of new products within the Appsec suite.

Core Responsibilities
● Maintain Technical Readiness by working with Esc to handle a number of Esc cases as required by business needs and in consultation with Esc Mgmt. These will primarily be in the core area from which the Architect came, but after sufficient cross training may also include other business areas.
● Be available to work closely with all stakeholders in Customer Escalations with a high temperature or other business reason, as agreed by team management.
● Provide regularly scheduled Office Hours/Open Door sessions to assist and provide an extra Escalation point for both Esc and Support Engineers. These will primarily be to provide deep technical analysis of difficult or politically sensitive cases, and will provide a technical backstop to the Support and Esc engineers working them.
● Buil

📌 Global Support Architect (Ciudad de México)
🏢 Thales
📍 Ciudad de México