Escalation Engineer Cloud WAF

Thales; Plano (TX); Hybrid; USD 75,000 - 120,000; Full time

Job summary

An established industry player is seeking an Escalation Engineer to join their dynamic team in Plano, TX. This role involves providing top-tier support for Cloud/SaaS solutions, collaborating with global teams to resolve complex issues, and enhancing product quality. The ideal candidate will have strong analytical skills and a deep understanding of the OSI Model and HTTP protocols. Join a forward-thinking company that values innovation and offers a comprehensive benefits package, including health insurance and retirement plans. This is an exciting opportunity to make a significant impact in the realm of digital security.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Retirement Savings Plan

Paid Time Off

Life Insurance

Disability Insurance

Employee Assistance Program

Qualifications

• 5+ years experience in Cloud/SaaS support.
• Deep understanding of OSI Model and HTTP protocols.

Responsibilities

• Lead problem resolution and troubleshooting.
• Work with developers on escalated issues.
• Analyze trends to prevent support issues.

Skills

Cloud/SaaS Support

OSI Model Understanding

HTTP Protocol Knowledge

Customer-facing Skills

Technical Writing

Education

Bachelor's Degree in Computer Science or related field

Job description

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Location: Plano - Granite Parkway, 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 billons 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.

Position Summary

As an Escalation Engineer, you will provide the top layer of the support organization in the Americas, working alongside our exceptional global teams of professionals in Engineering, Security, Product Management, and Product Support.

You will join our 24*7 global Escalation team and will be responsible for analyzing and resolving complex and challenging issues and driving the quality of Imperva products forward.

Hybrid - Plano, TX

Key Areas of Responsibility

• Lead problem resolution requiring extensive analysis, troubleshooting, and escalation to product development
• Work with our developers on solutions to problems escalated from the Imperva support teams globally
• Prioritize issues handling and bug fixes
• Take part in shaping new features and products and represent the voice of the customer
• Proactive prevention of support issues by analyzing problem trends and making recommendations to improve product quality, processes, and knowledge
  
  
  

Minimum Qualifications

• At least 5 years of experience and relevant background in supporting Cloud/SaaS based solutions
• Deep understanding of the OSI Model (focusing on L2-L7)
• Extended knowledge and experience with the HTTP protocol and HTTP-related products
• Excellent customer-facing skills
• Ability to write technical guides and explain technical concepts both to a non-technical audience and technical engineers
• Ability to work with several interfaces in parallel and matrix management skills
  
  
  

Special Requirements

A typical work schedule is Monday to Friday from 10:00am to 7:00pm CT

The anticipated annual TTC (Total Target Cash) range for this position is US $75,000– $120,000. The salary offered will be determined based on the candidate’s experience, knowledge, skills, other qualifications, and location.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

What We Offer:

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

• Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance.
• Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period.
• Company paid holidays and Paid Time Off.
• Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program.
  
  
  

Why Join Us?

Say HI and learn more about working at Thales click here

LI# Hybrid

LI# WM1

This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Aviation and Aerospace Component Manufacturing and Defense and Space Manufacturing

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