Support and Operations Engineer

Location: Alicante, SpainThales 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 billons 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.Thales in Spain is a leader in technological solutions applied to Defence, Aeronautics, Security, Transportation and Space and, furthermore, is a global centre for excellence in Space, Security of Critical Infrastructures and Transportation. With a turnover of €320 million and a staff of 1,200, it exports approximately 40% of its total production principally to the Middle East, North Africa and Latin America.

Thales Cybersecurity & Digital Identity is a global leader in digital security, bringing trust to an increasingly connected world. We design and deliver a wide range of products, and services based on two core technologies: digital identification and data protection.

As a Technical Support Software Engineer, you will deliver advanced technical and business process support for our SaaS solutions, acting as a key contact for end-users, customers, and internal Thales teams. This position combines resolving complex customer issues, optimizing business and IT processes, and collaborating with cross-functional agile and DevOps teams in Alicante to ensure reliable, scalable, and efficient product operations.

Main Responsibilities
1.    Technical Support & Troubleshooting

• Provide comprehensive support for SaaS products, addressing software, hardware, and network-related issues.
• Diagnose and resolve a range of technical problems, from routine queries to complex incidents, both independently and through escalation workflows.
• Analyze error logs, system events, and performance metrics to identify root causes and propose solutions.
• Conduct remote sessions, walkthroughs, and follow-ups with users to resolve outstanding issues.
• Explain complex technical concepts to non-technical stakeholders and represent the company in a courteous, customer-centric manner.
• Collect, document, and relay customer feedback, ensuring ongoing improvement of products and support procedures.

2.    SaaS Solution Operations & DevOps Collaboration

• Collaborate with DevOps teams on deployment, configuration, monitoring, and scaling of SaaS applications and infrastructure.
• Assist with setting up and maintaining CI/CD pipelines using tools such as Jenkins, GitLab CI, or GitHub Actions.
• Contribute to containerization and orchestration tasks (Docker, Kubernetes), facilitating efficient resource management and rapid delivery.
• Participate in troubleshooting and resolution for cloud infrastructure challenges and SaaS-specific technical incidents.
• Help automate routine processes for deployment, configuration management, and infrastructure provisioning (using tools like Ansible, Terraform, or AWS CloudFormation).
• Possibility of participate in an on-call rotation to provide after-hours or weekend support as required, ensuring high service availability for SaaS customers.

3.    Business Processes & Continuous Improvement

• Engage with customer business process owners to analyze workflow requirements and system configurations; suggest and implement improvements that drive efficiency.
• Document user workflows, system configurations, and troubleshooting guides to support both clients and internal teams.
• Contribute to feasibility studies, high-level design proposals, and project specifications for new features and rollouts.
• Support change management by communicating updates, training users, and maintaining current documentation.

4.    Reporting & Documentation

• Create, update, and maintain detailed support logs, system reports, and client documentation.
• Generate analysis of common incidents, proposing process or technical improvements to reduce recurrence.
• Maintain up-to-date knowledge bases and ensure all documentation complies with departmental standards.

Required Skills and Experience
Technical

•    Strong background supporting SaaS environments; experience with Linux, shell scripting, and/or Python is desirable.

•    Good understanding of SQL databases; capable of supporting database troubleshooting and querying.

•    Experience with infrastructure-as-code and configuration management fundamentals.

•    Experience with cloud platforms (AWS preferred), including basic monitoring, scaling, and security practices.

•    Working knowledge of CI/CD pipelines, automation, and deployment best practices.

•    Basic understanding of microservices and how to monitor them.

•    Familiarity with container orchestration platforms, primarily Kubernetes, and exposure to deploying applications using Helm or GitOps is a plus.

•    Exposure to observability tools deployed in Saas environment such as Datadog. Splunk and Grafana are a plus.

Customer Service & Business Processes

•    Experience advising customers on best practices for utilizing systems and optimizing business workflows.

•    Effective communicator, adept at translating complex technical information for diverse audiences.

•    Capable of managing multiple priorities and tasks in a dynamic, fast-paced setting.

Interpersonal & Professional

•    Proactive, self-motivated, and service-driven approach to work.

•    Strong organizational, analytical, and problem-solving skills.

•    Team player, comfortable working in agile cross-functional groups.

•    Detail-oriented, with a commitment to high standards of accuracy and customer satisfaction.

•    Fluent English and Spanish is mandatory (other languages a plus).

What do we offer?

•    Flexible working hours.

•    Intensive working days on Fridays and during summer.

•    Remote-friendly – 2 days a week working from home.

•    Restaurant allowance and social benefits (health insurance, kindergarden).
Thales is a company committed to equal opportunities between women and men, and for this reason, we work to raise awareness and disseminate information on the subject both internally and externally.

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

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