Remote Security Product Support Specialist

Thales DIS CPL USA, Inc.; Fort Worth (TX); On-site; USD 64,000 - 117,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Paid time off

Well-being program

Job summary

Thales DIS CPL USA, Inc. in Texas is seeking a Support Specialist to join the Global Support Team.

The role provides exposure to Imperva product line technology and focuses on delivering quality experiences to customers as they interact with Product Support. You will handle Tier 1 cases, work with Support Engineers, and contribute to the knowledge base while developing skills in networking, security concepts, and SaaS support.

Qualifications

• 2 years of case handling and management experience.
• Bachelor's degree in Engineering or Computer Science or equivalent in a technical field.
• Knowledge of Networking Protocols TCP/IP and application layers.
• Understanding of HTTP/SSL and databases is advantageous.
• Customer-obsessed mindset with strong written and verbal English communication.

Responsibilities

• Manage customer cases with proper priority and accurate information to meet SLA.
• Provide timely updates and responses while addressing requests.
• Handle Tier 1 cases and collaborate with Product Support Engineers as needed.
• Contribute to the knowledge base with guides and how-to articles.

Skills

Customer-focused communication

Multitasking

Detail-oriented

English communication

Education

B.S. in Engineering/Computer Science

Tools

Salesforce

ServiceNow

Jira

Job description

Thales DIS CPL USA, Inc. in Texas is seeking a Support Specialist to join the Global Support Team.

The role provides exposure to Imperva product line technology and focuses on delivering quality experiences to customers as they interact with Product Support. You will handle Tier 1 cases, work with Support Engineers, and contribute to the knowledge base while developing skills in networking, security concepts, and SaaS support.