Technical consultant OneWelcome

Location: Amersfoort DIS, Netherlands Position Summary As a Client Services Technical Consultant, you will provide technical support to customers, answering complex questions on function and usage of the OneWelcome product via telephone, email, and/or internet. Next to that you will be planning and implementing changes to the customer services. You will convey customer feedback to the Client Services leads. You must possess thorough knowledge of Thales OneWelcome products and services used by customers. You will be responsible for managing customer expectations, project deliverables, and providing cross functional escalation and communication during the lifecycle of a customer incident or service/change request. Essential Functions / Key Areas of Responsibility The core activities of your job. • You will answer customers’ questions and troubleshoot and resolve customer complex issues over the telephone or via electronic communications in the areas of product functionality, configuration errors and bugs/enhancements/upgrades. • You will plan and implement OneWelcome Cloud product updates • You will work with customers to diagnose issues with Thales OneWelcome products and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used. • You will recommend solutions and workarounds to known problems and advise customers on how to apply the solution or workaround. • You will provide guidance and support on how to use OneWelcome products. • You will communicate, investigate, and reproduce service issues, advise, plan and implement configuration changes and interface with engineering if it concerns a bug. • You will identify and document issues consistently and clearly using group tools. • You will implement patches/releases to minimize risk of unexpected issues and ensure that a fix resolves a customer reported open problem. • You will interact with the customer to implement smaller changes to the service such as html/css changes as well as functional changes and/or external dependencies as certificates or customer connected landscape changes. Profile Requirements: Our desired candidate meets the following criteria to a large extend. • You must be passionate about problem solving and have a genuine interest in helping our customers and our partners succeed. • You must be fluent in English. • You must be willing to, occasionally, provide after hours and weekend support of products on an on-call. The oncall function is shared across the entire team and proactively scheduled to allow conflicts to be resolved ahead of time and to ensure there is no undue burden on any person. • We would like someone to join our team who has working knowledge of supporting a cloud service interacting with external systems. Networking such as protocols like TCP/IP; IPv4, IPv6 and internet HTTPS, TLS, API’s. Basic+ knowledge of programming languages (Python) and Linux. Familiarity with AWS, Kubernetes, VMware, Microsoft Azure as well as authentication protocols as SAML and OIDC etc. is an advantage. • You must have a bachelor’s degree in Engineering, Computer Science, or equivalent experience. We are looking for someone with 5+ years industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in the area of network and data security products.