Global AppSec Support Architect & Escalation Lead

Thales; Xico; On-site; MXN 600,000 - 900,000; Full time

Job summary

Thales seeks a Global Support Architect (Appsec) to lead technical escalation and support for the Appsec product suites, including CWAF, eWAF and On-Prem. You will partner with Cloud and On-Prem product teams to improve tooling, processes and support readiness.

You will work with diverse stakeholders, handle high-temperature escalations, and contribute to incident management with deep technical analysis and structured documentation.

Qualifications

• Strong understanding of Linux OS (CLI, kernel, filesystems, networking).
• Strong LAN networking concepts: subnetting, firewalls, protocols, analysis.

Responsibilities

• Maintain technical readiness with Esc and Support teams.
• Engage with stakeholders in high-temperature escalations.
• Provide Office Hours and act as escalation point for Esc and Support engineers.
• Build understanding of Appsec suite including CWAF, eWAF and On-Prem.
• Own and extend Supportability tooling for diagnosing issues.
• Assess documentation changes for accuracy and syntax.
• Provide escalation paths for issues flagged by CS functions.
• Support Incident Management with technical backing.

Skills

Linux

Networking

Communication

Stakeholders

Analytical thinking

Self motivation

Tools

Git

Perforce

Job description

Thales seeks a Global Support Architect (Appsec) to lead technical escalation and support for the Appsec product suites, including CWAF, eWAF and On-Prem. You will partner with Cloud and On-Prem product teams to improve tooling, processes and support readiness.

You will work with diverse stakeholders, handle high-temperature escalations, and contribute to incident management with deep technical analysis and structured documentation.