Tier 1 Tech Support Specialist - SaaS Security

Thales; Houston (TX); On-site; USD 63,966 - 117,263; Full time

Benefits offered by this job

Health benefits

Retirement plan

Paid time off

Life Insurance

Well-being program

Employee Assistance Program

Job summary

Thales is seeking a Support Specialist in Texas to join our Global Support Team, working with Support, Engineering, and Sales Security Engineering. You will learn our Imperva product line and ensure a quality experience for customers interacting with Product Support.

Responsibilities include prioritizing and updating cases, collaborating with engineers, and contributing to knowledge bases. Required are 2 years of experience and strong English communication.

Qualifications

• 2 years’ experience in case handling and management.
• BS in Engineering/Computer Science or equivalent experience in a technical field an advantage.
• Knowledge of Networking Protocols TCP, IP, ISO layers 3, 4 and 7.
• Understanding of HTTP, SSL, and databases is an advantage.
• Must be customer-obsessed.
• Good written and verbal customer-centric communication skills (English required).
• Self-motivated and able to work independently while still contributing to the team’s success.
• Multitasking-capabilities a must.
• Detail-oriented with the ability to track work progress.

Responsibilities

• Manage customer cases by ensuring the proper priority is assigned, customer information is accurate, and cases are assigned in order to meet the SLA.
• Provide customers with timely updates and responses while completing their request.
• Handle Tier 1 cases
• Collaborate with Product Support Engineers as needed
• Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc.

Skills

Case handling

Networking protocols

HTTP/SSL knowledge

English communication

Multitasking

Detail oriented

Education

BS in Engineering/CS

Tools

Salesforce

ServiceNow

Jira

Job description

Thales is seeking a Support Specialist in Texas to join our Global Support Team, working with Support, Engineering, and Sales Security Engineering. You will learn our Imperva product line and ensure a quality experience for customers interacting with Product Support.

Responsibilities include prioritizing and updating cases, collaborating with engineers, and contributing to knowledge bases. Required are 2 years of experience and strong English communication.