Field Support Engineer

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Field Support Engineer

mid · Technology / Software Development

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.

We are looking for a Field Support Engineer with strong expertise in Windows Application Support & Deployment to join our Industrial Personalization Solutions (IPS) team. The role is responsible for delivering on-site and remote technical support for IPS systems, with a strong focus on troubleshooting, deploying, and maintaining Windows-based applications, as well as providing user support and training on system usage and processes.

Industrial Personalization Solutions (IPS) department is in charge of providing infrastructure and business packages to industrialize Thales Banking products in Personalization Bureau.

Responsibilities:

Windows Application Deployment & Support

• Perform acceptance testing and document the procedure before rolling out to production
• Deploy, configure, and maintain Windows-based applications across Windows Server environments (Knowledge of Linux will be an advantage).
• Ensure environment readiness and stability, including configuration validation, patching, and dependency management.
• Perform system health checks and proactive monitoring to prevent application issues.
• Manage and validate application dependencies, including services, permissions, certificates, scheduled tasks, and environment configurations.
• Support application security and encryption components, including certificates, key stores, and secure key integration.

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Incident & Field Support (Production Support)

• Provide on-site and remote support for production systems, ensuring timely incident resolution.
• Perform real-time troubleshooting of application issues across Windows OS, networking, and system connectivity.
• Analyze logs and monitoring alerts to diagnose and resolve incidents efficiently.
• Conduct root cause analysis (RCA) and implement fixes or structured escalation with detailed diagnostics.
• Coordinate with cross-functional teams to resolve critical production issues.
• Communicate clear incident updates, including impact, risks, and recovery actions

Deployment Automation  & DevOps Support

• Support and execute application release and deployment activities, including validation and post-deployment checks.
• Develop, maintain, and execute Ansible playbooks for automated and repeatable deployments.
• Troubleshoot deployment failures and environment inconsistencies.
• Collaborate with development and DevOps teams to improve deployment processes and operational readiness.
• Contribute to automation initiatives to reduce manual effort and increase reliability

AI Tools & Operational Improvement

• Leverage AI-enabled tools to enhance troubleshooting, log analysis, documentation, and knowledge retrieval.
• Contribute to automation and AI-driven initiatives to improve support efficiency and reduce manual operations.

Requirements:

• Degree in IT, Computer Engineering, Computer Science, Software Engineering, or a related field
• Minimum 4 years of relevant experience in software development, application support, infrastructure operations, DevOps support, or similar technical roles
• Strong hands-on experience with Windows Server environments, particularly in application deployment and troubleshooting
• Experience in CI/CD, DevOps practices, and release management, with the ability to improve deployment reliability.
• Proven hands-on experience in Ansible, including: creating, maintaining, executing Ansible playbooks & troubleshooting deployment and automation issues
• Strong in Windows: services, Event Viewer, IIS, PowerShell
• Strong troubleshooting skills across:
  - Application, OS, and infrastructure layers (CPU, memory, disk, network, services, deployment issues).
  - Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, routing, firewall rules, VPN, and connectivity troubleshooting.
  - Strong scripting and query skills (e.g. PowerShell, SQL)
• Good knowledge of relational databases, including Oracle, MariaDB, and MySQL
• Experience with tools such as: Datadog, Grafana, VMware, Docker, AWS, Azure

Other Information:

• Working Location: One North

• Working Hours: Monday - Friday, 9am - 6pm

• Able to travel to regional production sites when required.

• Perform rotating standby support from 8:00 AM to 4:00 PM SGT, approximately once every three weeks, inclusive of weekends.

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.