Product Support Engineer - Cloud Security

Thales Group; México; A distancia; USD 30,000 - 50,000; Jornada completa

Descripción de la vacante

Thales Group is seeking a Cloud Support Engineer to join their Global Support Team. This position involves managing technical support for security products, collaborating with various teams, and providing solutions for customer technical issues. The ideal candidate will have substantial experience in technical support, networking, and customer communication.

Formación

• 3+ years in high-level technical support, including security products.
• Experience with AWS or Azure preferred.
• Strong problem-solving and communication skills required.

Responsabilidades

• Handle Level 2-3 support cases with Thales customers.
• Analyze trends and improve products based on customer feedback.
• Mentor Level 1 engineers and contribute to the knowledge base.

Conocimientos

Customer support

Problem-solving

Technical communication

Networking technologies

Internet security

Educación

BSCS degree or equivalent experience

Herramientas

TCP/IP

HTTP

Load balancers

Databases

Linux

Descripción del empleo

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter, and much more. More than 30,000 organizations already rely on us to verify identities, grant access to digital services, analyze data, and encrypt information to make the connected world more secure.

Thales, a leader in Data Security, is looking for a Cloud Support Engineer to join the Global Customer and Product Support Team. This is a key role at Imperva, where you will work with diverse and industry-leading customers as part of our Global Support Team, collaborating with Product Support, Engineering, QA, and Sales Security Engineering teams. You will handle incoming Level-2 and 3 support calls from our US customers, resolving technical issues from start to finish—total account management. We seek individuals eager to grow their careers as Imperva develops and promotes from within.

Key Responsibilities:

• Handle Level 2-3 support cases, working directly with Thales customers, partners, and Sales Engineers.
• Escalate technical product issues to the Thales Engineering department and collaborate to resolve them.
• Analyze support case trends and customer requirements to help improve the product.
• Assess customer environments and requirements, manage expectations, and follow through on solutions or deployment consultations.
• Mentor Level 1 Engineers, provide case consultations, and assist with escalations.
• Stay proactive with the latest technologies related to Imperva’s products and share knowledge with the team.
• Contribute to the Imperva knowledge base by writing guides and technical articles.
• This role requires coverage of the Sunday to Thursday shift.

Minimum Qualifications:

• At least 3 years of high-level technical support experience, plus 2 years working with security or network products.
• Excellent customer support skills with a BSCS degree or equivalent experience.
• Solid experience with Internet security and networking technologies such as TCP/IP, HTTP, load balancers, proxies, firewalls, and relational databases (MS SQL, Oracle, MySQL, DB2).
• Experience with Linux and other Unix operating systems.
• Motivated, able to work independently and in teams.
• Well-organized, capable of multi-tasking and prioritizing with minimal supervision.
• Strong problem-solving skills and customer commitment.
• Excellent written and verbal communication skills.
• Ability to quickly understand and communicate technical concepts.
• Aptitude for mastering new software applications.

Preferred Qualifications:

• Experience with cloud solutions, preferably in application security.
• Experience supporting AWS and/or Azure environments.
• Strong English communication skills.
• Knowledge of scripting languages such as Perl, Python, or Shell.
• Background in software development, QA, or network/security/database products.

Why Join Us?

Learn more about working at Thales by saying HI click here. We offer careers, not just jobs. With 80,000 employees across 68 countries, our mobility policy allows employees to develop their careers at home or abroad, in their current fields or new ones. We believe embracing flexibility is a smarter way of working. Great journeys start here—apply now!