Product Support Engineer - Cloud Security

Thales; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

Thales is seeking a Cloud Support Engineer to join its Global Customer and Product Support Team. In this role, you will manage technical support for clients, resolve issues, and mentor junior engineers. Candidates should have a strong background in technical support, networking technologies, and a willingness to grow in their careers.

Benefits

Career development opportunities

Flexible working options

Work from home options

Qualifications

• Minimum 3 years of technical support experience.
• Experience with security or network-related products.
• Excellent communication and problem-solving skills.

Responsibilities

• Handle level 2-3 support cases directly with customers.
• Analyze support case trends and customer requirements.
• Mentor Level 1 Engineers and assist with escalation issues.

Skills

Technical Support

Customer Support

Problem Solving

Communication

Networking Technologies

Education

Bachelor's degree in Computer Science

Tools

Linux

AWS

Azure

Relational Databases

Job description

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.

Thales, leader in Data Security, is looking for aCloudSupport Engineerto join the Global Customer and Product Support Team.This is a key role at Imperva and as aCloudSupport Engineer,for our diverse and industry leading customers, you will be part of the Global Support Team working alongside our exceptional team of professionals in Product Support, Engineering, QA and Sales Security Engineering (SE). Also working with Partners, you will be responsible for incoming Level-2 and 3 support calls from our customers in the USand resolving the technical issues from beginning through completion---total account management. We arelooking for people who want to grow in their career, as Imperva develops and grows many of its leaders and management from within.

Key Areas of Responsibility:

• Handling level 2-3support cases,working directly withThalescustomers, partners andSales Engineers.

• Escalating customer’stechnical product issuesto the Thales Engineering department and working with them to achieve a resolution.

• AnalyzingSupportcase trends and customer requirementswhileworking with the Product Teamsto helpenhance theproduct.

• Assessing thecustomer’stechnical environment andrequirementswhile managingexpectations and following through onsolutionsor consulting on deployments.

• MentorLevel 1Engineers; consult on their cases andassist withescalationissues.

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

• Contribute to the Impervaknowledge base, writing guides, technical how-to articles, etc.

• This role will need to be able to cover the Sunday to Thursday shift specifically.

Minimum Qualifications:

• Minimum 3 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 and experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2).

• Prior experience with Linux and other Unix operating systems.

• 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 theApplication security sector

• Experience with implementing and support of AWS and/or an Azure environment

• Strong Englishcommunications skills - written and verbal

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

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

Why Join Us?

Say HI and learn more about working at Thales click here

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

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At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!