Product Support Technical Lead

Location: Texas, United States of America

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.

This role is remote based out of the US

Lead and manage technical efforts to support Incapsula web application security technologies and infrastructure, enabling enterprise clients to resolve complex technical challenges, mitigate advanced security threats, optimize performance, and ensure the continuous availability of business-critical applications.

This role requires exceptional troubleshooting skills and a strong ability to distinguish between design and implementation considerations. The position involves addressing complex issues that demand thorough analysis of variable factors and the application of sound judgment in selecting methods, techniques, and evaluation criteria to achieve effective results.

Key responsibilities include prioritizing tasks based on objective data, problem severity, and business impact; collaborating and driving cross-functional teams to achieve timely resolutions; mentoring technical team members; and providing direct support through customer calls and remote sessions as needed.

Essential Functions

• Lead and develop troubleshooting/customer support organization tools;
• Replicate, capture and analyze complicated scenarios using external/internal analysis and traffic capturing and load generating tools;
• Serve as a subject matter expert for customers in security, performance, networking, application fields;
• Serve as a subject matter expert for customer support organization in all Cloud WAF related features, analysis and tools;
• Lead customer support teams’ knowledge and development;
• Communicate with R&D, Security, QA (Automation), and Operations teams to provide information and data required to bring customer issues to resolution, and providing insight and input to the product teams;
• Train Tier-1 team members to handle customer technical issues and provide them with the tools and knowledge to reduce escalations;
• Pursue various team collaboration and promote customer support agenda;
• Delegate tasks among customer support organization and lead collaboration between different personnel and teams;
• Lead support related projects and company’s features development and progress
• Lead response for incidents representing customer support

Minimum Requirements:

• Bachelor’s degree in Computer Science or related field, or 4 years of work experience in lieu of degree, plus 5 years of experience in computer systems technical support engineering including:
• 5 years of experience providing technical support with internet services/applications/environments;
• 2 years providing technical support engineering with cyber security & LB/CDN services focus;
• 3 years of experience mentoring/training technical support engineers with at least 1 year as technical team lead;
• 3 years of experience in networking analysis & troubleshooting utilizing Wireshark, MTR, HAR and Browser Dev Tools;
• 3 years of experience customizing security rules, detecting vulnerabilities and applying mitigation techniques for DDoS, account takeover and bot attacks, and configuring firewalls;
• 3 years of experience working with SQL queries and databases;
• 3 years of experience in Python/Bash/R/or similar script programming and data analysis as well as Regex search & filtering;
• 3 years of experience working with ticketing and communications applications (SalesForce, CRM, Zendesk, Jira, Axure, Slack, or similar);
• 3 years of experience working with advanced data analytics tools/services (Splunk, Kibana, Graylog, Logz.io, SiSense, or similar);
• 3 years of experience supporting high profile Dev and customer support projects;
• 3 years of experience providing support engineering for WebApps/Internet environments, applying knowledge of: TCP/IP, HTTP, DNS, HTTPS/SSL/TLS, HTTP/2.0, OSI L2-L7, BGP, load balancing, proxies, Server-Side Env. (Unix/IIS/AWS), Basic HTML/CSS/JS, RFC internet protocols and requirements;
• Participation in on-call support rotation, off-hours work as needed, and occasional domestic & international travel.

Preferred Qualifications

• Experience working with Web A