Thales Defense & Security, Inc.

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Technical Support Engineer

Technical Support Engineer

Job ID 
Posted Date 
Engineering - Support (CDM, PCB, Designers, or Installation)
Experience (Years) 
Bill Denning
Minimum Degree 

More information about this job


Thales Visionix, Inc. located in Billerica MA seeks a full time Technical Support Engineer for our Motion Tracking product development office.


The candidate will provide technical support to our customers, via email or telephone, to resolve technical issues for our motion tracking technologies. He or she will also be involved with website maintenance, writing documentation and test activities.




This individual is expected to be proficient or become proficient in the operation of Thales Visionix motion tracking products and those devices and equipment to which our products interface including: host computers with various operating systems, IP networked systems, wireless systems, and Head Mounted Display (HMD) technologies. This person will be the primary technical connection to the customer and will communicate emerging customer problems, issues, and solutions to relevant parts of our organization.


  • Interface with customers via phone or email to resolve customer questions or issues.
  • Create and maintain incident cases for all customer contacts using Salesforce CRM.
  • Issue RMAs and create repair cases using Salesforce CRM software.
  • Managing the flow of RMA cases through the repair facility.
  • Maintain the website to keep product info and support data up to date.
  • Write and maintain user documentation.
  • Participate in verification testing of new HW/SW releases.
  • Occasional travel to key customer sites might be required.




  • 1 - 3 years of experience providing technical support for multiple hardware or software products.
  • Strong written and verbal communication skills.
  • Familiarity with CRM software (Salesforce or similar).
  • Strong organizational skills and ability to handle multiple tasks at once.
  • Good working knowledge of Microsoft Office tools (i.e. Word, Excel, Access, etc.)
  • Preferred B.S. in Computer Science, Electrical Engineering, or related field or Associates in science related field.
  • U.S. Citizenship or Permanent Resident is required.


Knowledge, Skills and Abilities:


  • Experience with C/C++, C#, Java or similar languages and the ability to understand and compile code.
  • High level of familiarity/comfort with Windows and Linux operating systems.
  • Basic understanding of electronics/electrical principles.
  • Excellent troubleshooting skills and a hands-on approach to problem solving.
  • Able to effectively interact with technical customers and our engineering team to resolve complex issues.
  • Some experience with Robotics or Virtual Reality is preferred.

Please submit your resume to work in this exciting role in our excellent Motion Tracking Product Development Engineering group.


Thales Defense & Security, Inc. offers a competitive salary, excellent benefits, and work team environment!  Pre-Employment screening required.


Thales Defense & Security, Inc. participates in the United States Department of Homeland Security's E-Verify program.


Thales Defense & Security, Inc. is an equal opportunity / affirmative action employer. We welcome and encourage diversity in our workforce.


No agencies or third party recruiters please.


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