Job Description
Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services.
We support armed forces worldwide—from fighter pilots to front-line soldiers—by delivering advanced training solutions that build safe, effective, and resilient teams. Our portfolio spans computer-based learning, full-motion flight simulators, and fully equipped replica armoured vehicles.
We are now looking for an In-Service Support Systems Engineer to join our team in Crawley, supporting cutting-edge Flight Simulator Training Devices (FSTDs) used by global defence customers.
The Role
As part of our In-Service Support team, you will act as a key technical interface between our customers and engineering teams, ensuring the availability and performance of mission-critical training systems.
You will diagnose and resolve hardware and software issues, provide expert guidance to end-users, and manage technical queries through a customer helpdesk. This is a hands-on, customer-facing role with opportunities to work on complex technical challenges and contribute to system improvements and upgrades.
Key Responsibilities
Diagnose and resolve software and hardware issues across simulator systems
Provide remote and on-site technical support to customers and end-users
Manage and operate a customer helpdesk, ensuring timely resolution of issues
Act as the technical bridge between customers and internal engineering teams
Escalate complex issues and coordinate solutions with SMEs and stakeholders
Track, document, and report issues through to resolution
Support in-service updates, upgrades, and technical bid activities
Maintain strong customer relationships and deliver high-quality service
What We’re Looking For
Experience in a Product Support, Technical Support, or Systems Engineering role
Background in software and/or hardware systems, with exposure to IVVQ activities
Strong troubleshooting and problem-solving skills
Ability to communicate complex technical issues clearly to non-technical users
Experience working in customer-facing technical environments
Willingness to travel to customer sites, sometimes at short notice (AOG scenarios)
Desirable Experience
Knowledge of training and simulation systems (especially FSTDs)
Familiarity with defence or aviation regulations
Experience with engineering tools such as DOORS, Polarion, TFS, or JIRA
Prior experience supporting or delivering engineering projects
Exposure to Thales systems or similar defence technologies
What Sets You Apart
Customer-focused mindset with strong interpersonal skills
Proactive, adaptable, and able to thrive in fast-paced environments
Collaborative team player with the ability to quickly understand complex systems
Security Clearance Requirement
Due to the nature of the work that we do at Thales, many of our roles are subject to security restrictions. This role requires you to be a UK National and achieve Security Clearance (SC) without any caveats. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant undergo, achieve, and maintain SC Clearance prior to commencing employment. If approved by the MOD, a dual national from a non-ITAR country may be considered.
To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years’ residence in the UK over the last 5 years may be accepted, with additional overseas checks.
Please visit the UKSV website for further guidance:
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At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here.
We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here.
If this role isn’t quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here.
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