Location: Vancouver - Pender St, Canada

Hybrid Position – Vancouver, BC

Position Summary

As a member of a Global Support Success team, the Product Support Specialist will replicate complex customer problems, diagnose root causes, recommend remediation techniques, and manage level‑2 to level‑3 customer interactions. The role focuses on defining methodologies and processes that improve overall customer‑reported problem management. The specialist works independently, collaborates closely with global support, product, and engineering teams, attends team calls, and provides end‑to‑end support across the customer issue lifecycle.

Essential Functions

• Answer customers’ questions and troubleshoot complex technical product issues via telephone or electronic communication.
• Diagnose problems with Thales CSP products, interpret logs and error messages, and assess the customer environment.
• Recommend solutions, workarounds,...