Cloud Support Engineer

Location:

Texas, United States of America
This role is Remote in the US

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 position is for a tier-1 support engineer who will be responsible for 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.

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

• 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.
• 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.

• Experience with a cloud-based solution, preferably in the Application security sector
• Experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2).
• Prior experience with Linux and other Unix operating systems.
• Experience with implementing and support of AWS and/or an Azure environment
• Strong English communication skills - written and verbal
• Knowledge of a scripting language such as Perl, Python, Shell
• Experience in Software Development or QA or Network/Security/Database product

Total Target Cash (TTC): 84,535.

-  USD Annual

This position will require successfully completing a post-offer background check. Qualified candidates with criminal history will be considered and are not automatically disqualified, consistent with applicable federal law, state law (the California Fair Chance Act), and local ordinances (San Francisco Fair Chance Ordinance, City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and Los Angeles County’s Fair Chance Ordinance for Employers).

We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talenta

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

• Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance
• Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period
• Company paid holidays and Paid Time Off
• Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program