# Sr. Customer Support Engineer at Thales

Thales is hiring a Sr. Customer Support Engineer. It pays $105k-$174k a year and Level rates it Little AI ●○○○; you can [apply on Thales](https://jobsbylevel.com/go/7deab52c-3a10-4f51-9beb-721a30906fc2?utm_medium=ai-agent).

AI Level 1, AI centrality 30 out of 100. Dallas Fort Worth International Airport.

## Details

- Company: [Thales](https://jobsbylevel.com/companies/thales)
- AI level: AI Level 1 (score 30 out of 100)
- Location: Dallas Fort Worth International Airport
- Salary: $105k-$174k
- Posted: November 11, 2026
- Apply: https://jobsbylevel.com/go/7deab52c-3a10-4f51-9beb-721a30906fc2?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=sr-customer-support-engineer-at-thales-c431f8

## Description

Location: Dallas Fort Worth International Airport, United States of America Thales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference. When you rely on airlines to connect you in flight, you rely on Thales. In an increasingly fast paced world, we make the unpredictable, predictable by connecting and entertain passengers to make your life better. Combining a diversity of talents, we master the decisive moments that matter to passengers and airlines. Whatever it takes. Sr. Customer Support Engineer Las Colinas, Dallas, TX (Hybrid) Position Summary Thales is looking for a Sr. Customer Support Engineer who will provide hands-on technical support for its suite of aviation software solutions and help airline customers maintain smooth operations. You will join an international team dedicated to transforming aviation through innovative software, working in an environment that values teamwork, curiosity, and ownership. In this position, you will work directly with airline customers to investigate technical issues, troubleshoot complex problems, and collaborate across teams to deliver timely, high-quality support. You will apply technical knowledge and problem-solving skills to address customer needs while continuously developing your expertise in new technologies and tools. You will also have opportunities for professional growth and collaboration with colleagues around the world, including participation in international team-building events. Key Areas of Responsibility Provide second-line support to airline customers through calls, meetings, and Salesforce and Jira ticketing systems, resolving advanced issues with a focus on quality and timely resolution. Prioritize workload based on ticket impact and severity. Communicate proactively with customers about upcoming releases, maintenance windows, and downtime. Translate complex technical information into clear, customer-friendly language and documentation. Investigate technical issues by querying and analyzing informational, warning, error, and debug logs, identifying key findings, and documenting reproduction scenarios. Use DBeaver, Terminal, AWS, G Suite, and the Atlassian Suite, and interpret relevant code and structures in Java, Angular, Swift, XML, JSON, and CSS to support troubleshooting. Manage incidents, changes, and problems in accordance with ITIL principles. Prepare detailed internal and external root cause analyses, incorporating input from all relevant stakeholders and documenting findings for future reference. Work closely with Product, Operations, and Engineering teams through Slack, meetings, and ticketing systems to resolve complex cases. Analyze and refine feature requests by understanding customer needs and collaborating with relevant stakeholders. Develop, test, and optimize internal support procedures and documentation to improve team efficiency. Stay current on product releases, known issues, and internal processes, including release and deployment management, and lead by example in process optimization and communication best practices. Minimum Qualifications Bachelor’s degree in a related field with 5–8+ years of relevant work experience, or an equivalent combination of education and comparable work experience. Minimum of 3 years of experience in a similar role supporting a software development company. Strong organizational skills, with the ability to plan work, document findings and test results, track priorities, and coordinate the resolution of engineering challenges in a fast-paced environment. Excellent verbal and written communication skills, with the ability to

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/sr-customer-support-engineer-at-thales-c431f8

Source: https://jobsbylevel.com/jobs/sr-customer-support-engineer-at-thales-c431f8

## Cite this page

Level. https://jobsbylevel.com/jobs/sr-customer-support-engineer-at-thales-c431f8.

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