Designated Support Engineer

Thales is hiring a Designated Support Engineer. Level rates it ; you can apply on Thales.

Level's read on this job

On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
The posting mentions incident management, troubleshooting and customer support among its tools and skills.
Level classes it as a senior role.
Thales has 3,600+ other open roles on Level.

AI in this role

Provide designated technical support, manage high-severity incidents, and ensure customer architectures run smoothly.

incident-managementtroubleshootingcustomer-supporttechnical-supportroot-cause-analysis

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

#LI-JL1

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.

How we rate this

Designated Support Engineer at Thales rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Designated Support Engineer is an open job at Thales.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in Kuala-Lumpur.
The job was posted on September 24, 2026.
Seniority: senior.
Applications are handled by Thales. Apply on Thales

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Incident ManagementTroubleshootingCustomer SupportTechnical SupportRoot Cause Analysis

Questions you could be asked

Tell me about a project where incident management was part of your work. What did you do?
Tell me about a project where troubleshooting was part of your work. What did you do?
Tell me about a project where customer support was part of your work. What did you do?
Tell me about a project where technical support was part of your work. What did you do?
Tell me about a project where root cause analysis was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Incident Management, Troubleshooting, Customer Support, Technical Support, and Root Cause Analysis. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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