Product Support Engineer - Cloud WAF Support Engineer

Thales; Makati; On-site; PHP 520,000 - 860,000; Full time

Job summary

Thales in Makati, Philippines is seeking a Product Support Engineer for Cloud WAF cybersecurity. You will join a global support team, diagnosing and solving complex technical issues, and delivering timely customer solutions.

This role emphasizes deep product knowledge, collaboration with engineering and sales, and a strong focus on security best practices. You will engage with end-user customers, understand requirements, and escalate where needed to ensure reliable protection across on-premises,

Qualifications

• 3+ years in technical support, information security, QA, or cloud services.
• Strong networking knowledge (TCP/IP, HTTP, TLS, DNS).
• Experience with web servers (Nginx, IIS) and proxies.
• Excellent written and verbal communication skills.
• Familiarity with OWASP Top 10.
• Bonus: bot mitigation knowledge.
• Engineering/CS background or equivalent experience is an advantage.

Responsibilities

• Becomes a focal point for technical issues for clients and make sound decisions quickly.
• Demonstrate strong customer focus with troubleshooting and networking competency.
• Understand and document customer requirements, manage expectations, and provide excellent customer service.
• Analyze customer feature requests and forward them for higher level escalations.

Skills

Technical Support

Info Security

QA (Security)

Cloud Services

Networking knowledge

Troubleshooting

Web servers

Communication skills

OWASP Top 10

Bot mitigation

Engineering background

Education

Engineering/CS background or equivalent

Tools

Nginx

IIS

Job description

Job Description:

Location: MAKATI, Philippines

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

In the Philippines, Thales has been a trusted partner for over 20 years, supporting key customers across civil aviation, defence, and digital identity and security sectors. From banking and telecommunications to government services, Thales continues to provide solutions in technological advancements that bolster national security and enhance local defence capabilities.

Job Description

Product Support Engineer – Cloud WAF Cyber Security is a big deal. It’s in the news, growing rapidly, a critical tool for every company, and our specialty.
Imperva is a cybersecurity leader that delivers best in class solutions to protect data and applications on-premises, in the cloud, and across hybrid environments.

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:

• Become a focal point for technical issues for our clients and make sound decisions quickly.


• Have a strong customer focus a must, paired with demonstrable Troubleshooting and Networking competency


• Understanding and documenting the customer’s requirements, managing expectations, and providing excellent customer service.


• Analyzing customer feature requests and forwarding them for higher level escalations.

Qualifications:

• 3+ years of experience in any of the following areas:


• Technical Support


• Information Security


• QA (Security/Network products)


• Cloud Services


• Knowledge of networking (e.g. TCP/IP, routing protocols, HTTP, SSL/TLS, load balancing, proxies, reverse proxies, DNS, caching, BGP)


• Proven problem solving skills with a strong sense of customer commitment


• Prior experience with web servers (Nginx, IIS and more)


• Excellent communication (written and verbal) and interpersonal skills


• Familiarity with OWASP top 10


• Familiarity with bot mitigation an advantage


• in Engineering/Computer Science or equivalent experience in a technical field an advantage

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.