Global Support Architect

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 Global 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.

●      Build technical understanding of the entire Appsec suite, including CWAF, eWAF and On-Prem. This will be through self paced learning, as well as working closely with and shadowing the relevant Esc teams.

●      (Co-)Owning Supportability Tooling and designing and developing further iterations of tooling to support the Support and Esc engineers in diagnosing and fixing issues. Examples of this tooling include but are not limited to the GTI script, shared servers and the tools on them, GTI grapher, etc. This will also include extending these and creating new ones to support new products and features.

●      Assessing documentation changes and improvement requests for accuracy and syntax.

●      Provide an escalation path for issues flagged by other CS functions where appropriate.

●      Provide an authoritative technical backstop and support for the Incident Management team.

Main Requirements:

●      Very strong understanding of Linux Operating systems - CLI, kernel, file systems, networking, etc

●      Very strong understanding of LAN Networking concepts including subnetting, firewalling, protocols and analysis skills.

OR

●      Very strong understanding of WAN Networking concepts including routing protocols, DNS, BGP, and troubleshooting them.

●      Very high functioning communication skills, both written and oral, for diverse audiences, potentially under very high pressure circumstances.

●      Ability to work with a wide range of stakeholders in multiple functions of the business, to collaboratively address actual or potential issues in a timely manner.

●      Very strong analytical and problem solving skills, either autonomously or as part of a distributed peer group.

●      Strong self motivation and independent work ethic is essential. This is a collaborative role, but also includes significant self guided learning and investigative work.

Nice to Have

●      Proficiency in one or more scripting languages : Bash, Python, Perl preferred.

●      Deep Wireshark knowledge, with the ability to script functionality using T-Shark a bonus.

●      Understand version control systems such as Git and Perforce, with the ability to find specific areas of source code or understand how it is structured. Being able to contribute using Pull Requests or Merge Requests will be a distinct advantage.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!