Sr. Product Support Engineer

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 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.

This is a remote position within Texas, USA

Position Summary

This position is for Senior Product Support Engineer 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. The senior engineer is also responsible for mentoring and training the junior support engineers.

Essential Functions

• Handling level 2-3 support cases, working directly with Thales customers, partners and Sales Engineers.
• Escalating customer’s technical product issues to the Thales 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 Thales knowledge base, writing guides, technical how-to articles, etc.

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

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 communications skills - written and verbal
• Knowledge of a scripting language such as Perl, Python, Shell
• Experience in Software Development or QA of Network/Security/Database products

Applicants must be legally authorized to work in the United States for any employer at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future.

The anticipated TTC range for this role is 84,535.00 - 115,500.00 - 152,950.00 USD 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.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

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This position will require successfully completing a post-