Product Support Engineer - On Premises Application Security

Equest; Victoria; Hybrid; CAD 76,000 - 129,000; Full time

Job summary

A technology solutions provider is seeking a Product Support Engineer to manage customer cases, from initiation to resolution. The role requires strong technical support experience, excellent problem-solving skills, and the ability to work well in a team environment. Candidates should have hands-on experience with Linux/Unix and knowledge of network products. This hybrid position is based in Vancouver, BC, with a competitive salary range and comprehensive benefits.

Benefits

Health, dental, life, and wellness programs

Retirement plans

Paid holidays, vacation, sick leave

Employee discounts

Qualifications

• Minimum 5 years of high-level Technical Support experience.
• Experience with security or network products preferred.
• Proven customer support success.

Responsibilities

• Handle customer cases from initiation to resolution.
• Develop and share technical expertise with the team.
• Support team collaboration and customer satisfaction.

Skills

Technical Support experience

Fluent in English

Knowledge of TCP/IP

Problem-solving skills

Communication skills

Experience with troubleshooting tools

Hands-on experience with Linux/Unix

Education

BSCS Degree or equivalent experience

Tools

Wireshark

TCPdump

Job description

Location: British Columbia Remote Worker, Canada

Thales architects identity management and data protection solutions at the core of digital security. Governments and businesses depend on us to ensure trust in billions of digital interactions. Our technologies facilitate secure banking transactions, cross-border movements, smarter energy, and more. Over 30,000 organizations rely on us for identity verification, access control, data analysis, and encryption, making the connected world safer.

This role is hybrid, based in Vancouver, BC.

Position Summary

We are seeking a Product Support Engineer to collaborate closely with Imperva customers, resolving active issues efficiently. The role involves managing customer cases from opening through escalation and closure, while building technical knowledge and supporting team members.

Special Position Requirements

Schedule: Please specify core work hours, e.g., First Shift, 7AM-3PM, Monday-Friday; or Tues-Sat 10-7 CDT, etc.

Key Responsibilities

• Handle customer cases from initiation to resolution, including escalation.
• Develop and share technical expertise with the team.
• Support team collaboration and customer satisfaction.

Basic Qualifications

• BSCS Degree or equivalent experience.
• Fluent in English, verbal and written.
• Minimum 5 years of high-level Technical Support experience.
• Experience with security or network products preferred.
• Proven customer support success.
• Knowledge of TCP/IP, HTTP, Load balancers, Proxies, Firewalls.
• Experience with troubleshooting tools like tracert, tcpdump, Wireshark.
• Hands-on experience with Linux/Unix.
• Motivated, independent, team-oriented.
• Strong organizational and multitasking skills.
• Excellent problem-solving and communication skills.
• Quick learner of new technologies.

Preferred Experience

• Cloud troubleshooting (AWS, Azure, Google Cloud).
• Scripting (Perl, Python, Shell, Regex).
• Container and virtual storage deployment experience.

Join us in shaping data security's future. Apply now or join our Talent Community for future opportunities: https://careers.thalesgroup.com/global/en/jointalentcommunity

Why Join Us?

Learn more about working at Thales.

LI-WM1

Work Model

LI-Hybrid

Compensation Range

Total Target Cash (TTC): CAD 76,209 - 101,611 - 128,925 annually, based on experience and performance.

Benefits

• Health, dental, life, disability, and wellness programs.
• Retirement plans with company contributions and matching.
• Paid holidays, vacation, sick leave.
• Additional voluntary benefits.
• Employee discounts.

Thales promotes diversity and inclusivity. We provide accommodations during the interview process upon request. All information will be kept confidential.