Product Support Engineer (Appsec) On prem

Thales; Makati; On-site; PHP 669,600 - 1,339,200; Full time

Job summary

Thales is seeking a Product Support Engineer in the Philippines to join a global team focused on solving complex security product issues. You will diagnose, troubleshoot, and provide timely resolutions while collaborating with engineering, QA, and sales teams.

The role demands deep product expertise, strong communication, and the ability to work independently within a fast-paced environment across time zones.

Qualifications

• Minimum 8 years of technical support experience in networking, security, and OS

Responsibilities

• Handle level 2/3 technical support cases with customers and partners.
• Act as SME on an Imperva product and deliver quarterly enablement sessions.
• Troubleshoot complex performance, crashes, packet inspections, and log analysis.

Skills

Networking

Network security

Linux/UNIX

HTTP/SSL protocols

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Jira

Job description

The Opportunity
As a Product Support Engineer for our End User Customers, you will play an integral part of building our Imperva Global Support Team, working alongside our exceptional team of professionals in Product Support, Engineering, QA, and Sales Security Engineering (SE). The successful applicant will gain a deep understanding of the Imperva product line technology, while diagnosing and solving complex technical issues, and creating a viable and timely solution to customers.

Responsibilities:

Handling level 2/ level 3 technical support cases, working directly with Imperva customers, partners, Sales Engineers, Professional Services, Customer Success Managers and other parts of the organization.

Must be an SME (Subject Matter Expert) on an Imperva product, create training content and deliver quarterly enablement session to the team.

Troubleshooting of complex issues such as performance problems, system crashes, packet inspections and in-depth log analysis.

Find both workaround and provide best solution for customer with good judgment in selecting methods, techniques. Have the ability to prioritize based on facts and problem severity and / or business impact.

Responding to customers with respect to the organization’s SLAs via email/phone.

Be available on the Support hotline and answer any new/existing ticket calls from customers.

Schedule remote sessions with customers when required for live troubleshooting, depending on the nature and sensitivity of the issue.

Escalating customer’s technical product issues to the Imperva backline escalations teams and working with them to achieve a resolution.

Analyzing Support case trends and customer requirements while working with the Product Teams to help enhance the product.

Assessing the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments.

Mentor Level 1 Engineers; consult on their cases and assist with escalation issues.

Be proactive with all the latest technologies concerning Imperva’s products and the underlying technologies and disseminate this knowledge to the other engineers.

Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc.

Qualifications:

Minimum 8 years of technical support experience working with networking technologies, network security, operating systems (such as Linux/UNIX) and protocols like HTTP and SSL.

Excellent Customer Support skills coupled with a Bachelor’s Degree in a related field or equivalent experience.

Deep understanding in Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls as well as experience with Oracle Databases.

Prior experience with Linux and other Unix operating systems.

Understand cloud provider ecosystems such as AWS, Azure and GCP.

Highly motivated with the ability to work independently and in a team environment.

Well-organized with the ability to multi-task and prioritize with minimal supervision.

Excellent problem solving skills with a strong sense of customer commitment.

Excellent communication (written and verbal) and interpersonal skills.

Ability to understand and communicate concepts quickly, succinctly and accurately.

Demonstrated aptitude for mastering new software applications.

Ability to adapt to new features, technologies and new processes that are integrated within the organization.

Desired Skills

Knowledge of a scripting language such as Perl, Python, Shell

Experience in Software Development or QA of Network/Security/Database products

Experience with different CRM systems – Salesforce, Jira

Must (at least two): CCNA, CCNP, CISSP, CISA, CISM, CEH, ITIL, Linux, MCITP, AWS/Azure/GCP, Any DB-related certification, Any Scripting language certification

Thales Group

Thales is a global technology leader with more than 81,000 employees on every continent. The Group invests in the digital and "deep tech" innovations — connectivity, big data, artificial intelligence, cybersecurity and quantum technologies — that are crucial to the development of a society where humans are at the heart of the decision-making process.

The Group's products, services and solutions support businesses, governments and organisations in five major markets: digital identity and security, defence, aerospace, space and transport.

Thales Technologies Philippines

Thales has been present in the Philippines for over 20 years and is a strategic partner to key customers in Civil Aviation, Transportation, Defense and Digital Identity & Security sectors.

Thales employs over 180 people in the Philippines, across two sites – one in Makati, Manila housing the corporate, R&D and technical functions, and a banking personalization center in Calamba, Laguna.

The acquisition of Gemalto in April 2019 brought Thales an unrivalled portfolio of solutions based on technologies such as biometry, data protection and cybersecurity.

In the Philippines, Thales serves the needs of diverse customers in the banking, telecommunications and government sectors, in addition to its historical business in defense and air traffic management.

Human Intelligence is the power behind the technology that Thales is known for.

Our DNA

A mastery of technology in the service of society.

A regard for balance enabling our people to succeed.

Rich career journeys.

A simple leadership model.

Take part in an amazing technological adventure

The Group is ranked among the world’s most innovative companies, with more than 30,000 people involved in technical activities ranging from research to engineering, a portfolio of 16,500 patents, five research laboratories around the world, and €1 billion in self-funded R&D every year.

But Thales’s capacity for innovation can’t simply be boiled down to a few figures. Innovation has always been part of the Group’s history, and today it is firmly embedded in our strategy and a key component of our employees’ day-to-day activities.

Find the balance

Thales helps you get the work-life balance right, equal opportunities, non-discrimination and respect for the individual lie at the heart of the Group’s corporate responsibility policy. At Thales, diversity and inclusion are sources of creativity and innovation.

Take part in a great collective adventure

Joining Thales means being part of a community driven by passion and the determination to go the extra mile to make the world a little better.

It also means getting the chance to work with and learn from experienced experts and specialists and be a part of the global conversation, with many of our projects led by multinational, multidisciplinary teams working together to meet a shared objective.

Thales Group

Thales is a global technology leader with more than 81,000 employees on every continent. The Group invests in the digital and "deep tech" innovations — connectivity, big data, artificial intelligence, cybersecurity and quantum technologies — that are crucial to the development of a society where humans are at the heart of the decision-making process.

The Group's products, services and solutions support businesses, governments and organisations in five major markets: digital identity and security, defence, aerospace, space and transport.

Thales Technologies Philippines

Thales has been present in the Philippines for over 20 years and is a strategic partner to key customers in Civil Aviation, Transportation, Defense and Digital Identity & Security sectors.

Thales employs over 180 people in the Philippines, across two sites – one in Makati, Manila housing the corporate, R&D and technical functions, and a banking personalization center in Calamba, Laguna.

The acquisition of Gemalto in April 2019 brought Thales an unrivalled portfolio of solutions based on technologies such as biometry, data protection and cybersecurity.

In the Philippines, Thales serves the needs of diverse customers in the banking, telecommunications and government sectors, in addition to its historical business in defense and air traffic management.

Human Intelligence is the power behind the technology that Thales is known for.

Our DNA

A mastery of technology in the service of society.

A regard for balance enabling our people to succeed.

Rich career journeys.

A simple leadership model.

Take part in an amazing technological adventure

The Group is ranked among the world’s most innovative companies, with more than 30,000 people involved in technical activities ranging from research to engineering, a portfolio of 16,500 patents, five research laboratories around the world, and €1 billion in self-funded R&D every year.

But Thales’s capacity for innovation can’t simply be boiled down to a few figures. Innovation has always been part of the Group’s history and today it is firmly embedded in our strategy and a key component of our employees’ day-to-day activities.

Find the balance

Thales helps you get the work-life balance right, equal opportunities, non-discrimination and respect for the individual lie at the heart of the Group’s corporate responsibility policy. At Thales, diversity and inclusion are sources of creativity and innovation.

Take part in a great collective adventure

Joining Thales means being part of a community driven by passion and the determination to go the extra mile to make the world a little better.

It also means getting the chance to work with and learn from experienced experts and specialists and be a part of the global conversation, with many of our projects led by multinational, multidisciplinary teams working together to meet a shared objective.