Designated Support Engineer

Location: Kuala-Lumpur, Malaysia

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

Thales established its presence in Malaysia in 1981 and is currently a strategic partner to key customers involved in the primary businesses of defence and security, aerospace, and cybersecurity and digital identity. Headquartered in Kuala Lumpur, Thales has played an instrumental part in supporting Malaysia’s defence ecosystem in addition to delivering advanced solutions over the last 40 years. Committed to local collaborations, Thales works closely with Malaysian businesses and goverment sectors to provide cutting-edge systems and solutions that ensure safety, security, and readiness for the future.

Key Responsibilities

Customer & Case Ownership

• Serve as the primary technical point of contact for assigned customers

• Own and manage complex, high-severity support cases through resolution

• Maintain deep understanding of customer architectures, configurations, and usage patterns

• Ensure timely, accurate, and customer-appropriate technical communication

Incident & Escalation Management

• Lead troubleshooting and resolution for P0/P1 incidents

• Coordinate cross-functional investigations with NOC, Engineering, Product, and other teams

• Drive root cause analysis (RCA) and corrective action plans

• Proactively identify risks and recommend mitigation strategies

Proactive Support & Prevention

• Perform proactive environment reviews and health checks

• Identify trends, recurring issues, and configuration gaps

• Recommend best practices to reduce incident recurrence

• Support planned changes, peak traffic events, and customer initiatives

Stakeholder Collaboration

• Partner closely with Customer Success Managers (CSMs), Technical Account Managers (TAMs), and Sales Engineers

• Act as a trusted technical advisor to customers

• Align internally on customer expectations, priorities, and delivery commitments

Documentation & Knowledge Sharing

• Maintain accurate case notes, technical documentation, and RCA reports

• Contribute to internal knowledge bases and troubleshooting guides

• Share learnings and best practices with the broader support team

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience

• 6 - 10+ years of experience in Technical Support, Systems Engineering, or similar customer-facing technical roles

• Strong troubleshooting skills across networking, security, and web technologies

• Experience handling high-severity incidents and customer escalations

• Excellent written and verbal communication skills

Preferred Qualifications

• Experience supporting enterprise or regulated customers (e.g. financial services)

• Knowledge of cloud platforms, web application security, APIs.

• Experience working in a global, follow-the-sun support environment

Soft Skills & Attributes

• Strong ownership mindset and accountability

• Calm, methodical approach under pressure

• Ability to balance customer advocacy with operational constraints

• Proactive, detail-oriented, and customer-focused

• Strong collaboration and influencing skills

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At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.