Cloud Support Engineer

Thales; Houston (TX); Remote; USD 80,879 - 140,920; Full time

Job summary

A leading technology firm is looking for a Tier-1 Support Engineer to remotely handle Level-2 and Level-3 support calls. Candidates should have a minimum of 5 years in Technical Support, excellent problem-solving skills, and experience with Internet Security and Networking technologies. Remote work within the US is available. The compensation ranges from $80,879 to $140,920 annually, depending on experience.

Qualifications

• Minimum 5 years of high-level Technical Support experience, plus 2 years with Security or network-related products.
• Solid experience with TCP/IP, HTTP, Load balancers, Proxies, Firewalls.
• Motivated, organized, multi-tasking, problem-solving with strong customer commitment.

Responsibilities

• Handle Level-2 and Level-3 support calls with Imperva customers.
• Analyze support case trends and collaborate with Product Teams.
• Mentor Level 1 engineers and assist with escalations.

Skills

Excellent Customer Support

Problem-solving

Communication skills

Experience with Internet Security

Ability to mentor

Education

BSCS Degree or equivalent experience

Tools

AWS

Azure

Relational Databases (MsSQL, Oracle, MySQL, DB2)

Linux and other Unix operating systems

Job description

Overview

Location: Texas, United States of America

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 the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

This role is Remote in the US

Position Summary

This position is for a tier-1 support engineer and will be responsible for handling Level-2 and Level-3 support calls, and working closely with Product Support, Engineering, QA, Sales Security Engineering, and Partners to resolve technical issues for Imperva customers.

Essential Functions

• Handling level 2-3 support cases, working directly with Imperva customers, partners and Sales Engineers.
• Escalating customer’s technical product issues to the Imperva Engineering department 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.

Minimum Requirements

• Minimum 5 years of high-level Technical Support experience with an additional 2 years of experience working with Security or network-related products.
• Excellent Customer Support skills coupled with a BSCS Degree or equivalent experience.
• Solid experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls.
• 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.

Preferred Qualifications

• Experience with a cloud-based solution, preferably in the Application security sector
• Experience with Relational Databases (MsSQL, Oracle, MySQL, DB2).
• Prior experience with Linux and other Unix operating systems.
• Experience with implementing and support of AWS and/or an Azure environment
• Strong English communication skills - written and verbal
• Knowledge of a scripting language such as Perl, Python, Shell
• Experience in Software Development or QA or Network/Security/Database product

Compensation

Total Target Cash (TTC): 80,879.00 - 109,560.00 - 140,920.00 USD Annual

EEO and Accommodations

We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

This position will require successfully completing a post-offer background check. Qualified candidates with criminal history will be considered and are not automatically disqualified, consistent with applicable federal law, state law (the California Fair Chance Act), and local ordinances (San Francisco Fair Chance Ordinance, City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and Los Angeles County’s Fair Chance Ordinance for Employers).

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at [e-mail].