Team Lead Support Engineer at Thales Avionics, Inc. (ASW) in Fort Worth, Texas

Job Description:

Location: Texas, 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.

The combination of Thales and Aviobook capabilities are developing digital solutions for airlines with a broad range of operational applications, leveraging Thales’ expertise in avionics, airborne connectivity, data analytics and ground support platforms.

As a Team Lead Support Engineer in a software development company, you will be assisting our airline customers with their daily operations. You will provide them with support on our different applications, dig through logs, connect to servers, query databases, analyze issues and try to reproduce them, document recurring issues and guides, write out RCAs, train your fellow teammates with your gained experience, mail, call and meet with customers and provide quality solutions to their problems by translating the reported issues to the necessary stakeholder(s). You'll have to ask the right questions and do the necessary investigation, all this by communicating with the right tone of voice. You’ll involve other teams and troubleshoot together after documenting your troubleshooting journey, inform yourself of new and/or existing bugs/issues and update your knowledge of new product releases. You'll use the offered ticketing systems named Zendesk and Jira.

You will use tools like Putty, MySQL Workbench, Terminal, Powershell, Hawtio, come into contact with API calls, AWS, Gsuite and others. You will be required to work independently, write documentation, support other teams in troubleshooting, analyze problems, understand code, coordinate meetings, pinpoint what's missing to become more efficient, lead by example and optimize processes.  Being part of an international company, you'll take part in our support line throughout your Aviobook career.

You will work closely with other Support Engineers in your team as well as the Operations and Product team to handle the reported issues or business requests. You will deliver high quality service every day to keep our customers happy! Seeing our headquarters are based in Belgium, you’ll be required to visit Belgium at least twice a year and work to sync with your Belgian colleagues. International team building is also offered.

You will be responsible for planning the available resources on a weekly basis, according to 4 2-man teams, 3 days on, 3 days off schedule, making sure that all teams have enough people to support our customers at all times. You’ll objectively look at workflows and processes and improve them along the way. You will keep an eye on all tickets and make sure they are handled by the correct tiers, and as effective as possible. You will be responsible for the performance of the international team and lead by example. You’ll make sure that knowledge is transferred between shifts. You keep an eye on customer satisfaction and flag problems as they arise to the service delivery team, escalating to the appropriate people. You’ll involve other departments when problems are not being solved effectively. You’ll make sure our SLAs are being fulfilled.

If you happen to have aviation knowledge, that's a big plus!

ESSENTIAL DUTIES / KEY AREAS OF RESPONSIBILITIES:

• Support the customer through phone, meetings, ticketing system


• Test, optimize and write out procedures for the team


• Work closely with other departments through Slack, meetings and ticketing systems


• Send out communications about upcoming releases, maintenance, downtimes


• Work out feature requests in detail, understand what the customer wants and needs


• Translate technical lingo into normal language


• Be part of the 24/7 team one week every 5-10 weeks


• Incident/change/problem management


• Write out RCAs


• Understand Java, Angular, Swift, XML, CSS, …


• Logically and analytically assess issues


• Be aware of new changes, existing bugs, known issues throughout our product


• Keep yourself up to date about internal processes like release and deployment management


• Excellent written and verbal communication skills


• Prioritize workload in function of ticket severity and SLAs


• Take the lead when tickets are not handled efficiently or fast enough


• Recognize your team’s needs and actively work on them


• Follow up with your colleagues on a bi-weekly basis and make sure everyone is heard


• Plan your team around vacations and unforeseen events

Chorus Role(s):

Systems Engineer (SE)

Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language:

• Minimum of 3 years of experience in a similar leading support role in a software development company

• Bachelor’s degree in informatics, computer science or a similar field of study with a minimum of 5-8+ years of relevant work experience or Master’s degree in informatics, computer science or a similar field of study with 4+ years of relevant work experience

• Excellent problem solving, written, verbal and communication skills

Preferred Qualifications:

• Experience with the Jira suite


• ITIL knowledge


• Working experience of Linux, Java, Angular, XML, APIs, REST, and more


• Solution oriented and logical thinker


• Aviation enthusiast

Physical Demands

• Typical office environment. No special physical requirements.

Special Position Requirements

Schedule: 5 day workweek - 9:00 am to 5:00 pm

Physical Environment: Hybrid work model available. Employee is required to work on-site in the Dallas office at least 2-days a week or as directed by management

Travel: 3 weeks training in Belgium to start, twice (or more) a year traveling to Belgium

Customer visits will be required occasionally.

Personal or Company/Pool Vehicle Usage: Flights and/or vehicle will be provided for travel outside of the default assigned office. Travel to the office will be required once a week with own personal vehicle.

(The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required by management.)

Thales is an Equal Opportunity Employer.

This position will require successfully completing a post-offer background check. Qualified candidates with (a) criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.