Escalation Engineer – Client Services
On-site · Noida, Uttar Pradesh, India
Job Summary
Escalation Engineer – Client Services at Thales based in Noida, India. Responsible for providing product escalation support to the Client Services tech support team, diagnosing complex customer deployment issues, identifying root causes, and recommending remediation steps. Requires collaboration with global support, development, QA, and product management teams, after-hours/weekend on-call rotation, and contribution to knowledge bases and training materials to improve product quality and customer experience.
Required Qualifications
- Bachelor’s degree in computer science /engineering or technical field or equivalent experience
- Strong Linux & Windows Server administration skills
- System performance analysis (CPU, memory, disk, processes, services)
- Networking fundamentals TCP/IP, DNS, routing, NAT, VPN concepts
- Database knowledge (Oracle, MSSQL Server, PostgreSQL, DB2, MySQL); SQL query analysis and troubleshooting
- Virtualization platforms (VMware, Hyper-V)
- Security & Compliance fundamentals (PCI-DSS, SOX, HIPAA, GDPR)
- Diagnostic tools (Wireshark, tcpdump, curl/Postman, Fiddler, Splunk/Kibana basics)
- Ability to independently lead P1/P0 customer escalations
- Mentorship and enablement of Support teams
- Knowledge/article creation and customer training materials
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