Network Technical Support Engineer

Thales; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Thales is seeking a Network Escalation Engineer to join its global team. The role involves leading problem resolution in network protection solutions and working with product developers. Candidates should have extensive experience in network engineering, particularly with BGP, and possess strong analytical skills. This position emphasizes collaboration and customer-facing responsibilities within a supportive workplace culture.

Qualifications

• 5+ years experience as a Network Engineer required.
• Deep understanding of BGP and Network routing necessary.
• Technical certifications like JNCIA/CCNA are a plus.

Responsibilities

• Lead problem resolution requiring analysis and troubleshooting.
• Work with developers for escalated issues.
• Prevent support issues by analyzing trends and recommending improvements.

Skills

BGP

Network routing

L3/L4 protocols

Analytical skills

Problem-solving skills

Interpersonal skills

Job description

Location: Maynila, 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:

As a Network Escalation Engineer, you will provide the top tier of support, 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 focusing on our Network protection solution and driving the quality of Imperva products forward.

The role:

• Lead problem resolution requiring extensive analysis, troubleshooting, and escalation to product development for our Network protection product
• Work with Imperva’s 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
• Knowledge transfer to support teams
• Identify, propose, and enforce escalation process improvements
• Assist different teams including support, premium services sales, and other teams in the field

Qualifications:

• At least 5 years of experience and relevant background as a Network Engineer
• Deep understanding and proven experience with BGP and Network routing
• Deep understanding of L3/L4 and L7 protocols
• Experience with Cisco/Juniper routing and switching – advantage
• Knowledge of security appliances (such as firewalls) - advantage
• Excellent analytical and problem-solving skills
• 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
• Team player
• High level of interpersonal skills
• Proven ability to influence without authority and drive results
• Analyzing data using tools like grafana, kibana, Coralogix – advantage
• Technical certifications such as JNCIA/CCNA/DBA etc – 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.