Product Support Specialist

Thales Group; United States; Remote; USD 55,000 - 74,000; Full time

Benefits offered by this job

Health benefits

RRSP match

Holidays

Discount programs

Job summary

Thales is seeking a Product Support Specialist to handle Level-2 and 3 support calls, working with Product Support, Engineering, QA, Sales Security Engineering, and Partners to resolve issues for Imperva customers. Remote - BC position, with a TTC range of CAD 78,800.25–105,067.00 per year.

Responsibilities include handling case escalations, mentoring junior engineers, and contributing to the knowledge base while staying updated on latest technologies related to Imperva products and underlying

Qualifications

• Minimum 5 years of high-level technical support experience with an additional 2 years in security or network-related products.
• BSCS Degree or equivalent experience.
• Solid experience with Internet security and networking technologies (TCP/IP, HTTP, load balancers, proxies, firewalls).
• Prior experience with Linux/Unix operating systems.
• Ability to work independently and in a team with strong organizational skills.

Responsibilities

• Handle Level-2 and -3 support cases with customers and partners.
• Escalate technical issues to Engineering and coordinate resolutions.
• Analyze support trends and collaborate with Product Teams to enhance the product.
• Assess customer environments and manage expectations throughout deployments.
• Mentor Level 1 Engineers and assist with escalations.
• Share knowledge on latest technologies and contribute to knowledge base.
• Be able to cover Sunday to Thursday shifts as needed.

Skills

Technical support

Security networking

TCP/IP/HTTP

Linux/Unix

SQL databases (MsSQL/Oracle/MySQL/DB2)

Communication skills

Education

BSCS Degree or equivalent

Tools

Linux/Unix

AWS/Azure cloud

Scripting (Perl/Python/Shell)

Job description

Location: Vancouver - Burrard St, Canada

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.

Remote - BC

Position Summary

This position is for a Product Support Specialist who will be responsible handling Level-2 and 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.
• This role will need to be able to cover the Sunday to Thursday shift specifically.

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.
• 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.
• Experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2).

Preferred Qualifications

• Experience with a cloud-based solution, preferably in the Application security sector
• 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

The anticipated TTC range for this role is 78,800.25 - 105,067.00 CAD Annual . The Company reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.

Why Join Us?

Say HI and learn more about working at Thales click here

#LI-Remote

#LI-MG1

Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.
• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
• Company paid holidays, vacation days, and paid sick leave.
• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
• Employee Discounts on home, auto, and gym membership.

Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.