Remote Senior Product Support Engineer – Security

Thales DIS CPL USA, Inc. in; Fort Worth (TX); On-site; USD 85,000 - 153,000; Full time

Job summary

Thales is seeking a Senior Product Support Engineer (Sales) for a remote role within Texas. The engineer will handle Level-2 and Level-3 support calls, collaborating with Product Support, Engineering, QA, Sales Security Engineering, and Partners to resolve complex issues for Imperva customers, while mentoring junior engineers.

This role requires strong networking and security knowledge, Linux/Unix experience, and excellent communication. Applicants must be authorized to work in the United States.

Qualifications

• Minimum 5 years of high-level technical support with an additional 2 years on Security or Network products.
• BSCS Degree or equivalent experience.
• Solid experience with Internet Security and Networking Technologies (TCP/IP, HTTP, Load balancers, Proxies, Firewalls) and Relational Databases (MsSQL, Oracle, MySQL, DB2).
• Linux and Unix operating systems experience.

Responsibilities

• Handle Level-2 and -3 support cases with customers and partners.
• Escalate issues to the Engineering department and drive resolutions.
• Analyze support trends and work with product teams to improve solutions.
• Assess customer environments and manage deployment expectations.
• Mentor Level 1 engineers and assist with escalations.

Skills

Customer support

Security products

Networking tech

Linux/Unix

Education

BSCS Degree

Tools

TCP/IP

HTTP

Load balancers

Proxies

Firewalls

Relational DBs

Job description

Thales is seeking a Senior Product Support Engineer (Sales) for a remote role within Texas. The engineer will handle Level-2 and Level-3 support calls, collaborating with Product Support, Engineering, QA, Sales Security Engineering, and Partners to resolve complex issues for Imperva customers, while mentoring junior engineers.

This role requires strong networking and security knowledge, Linux/Unix experience, and excellent communication. Applicants must be authorized to work in the United States.