Support Specialist

• Handle Tier 1 cases

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 position is for a Support Specialist. As a Support Special they will play an integral part of our Global Support Team, working alongside their peers in Support, Engineering, and Sales Security Engineering (SE). The successful applicant will gain an understanding of the Imperva product line technology, while working to ensure quality experience by Imperva customers when they interact with Product Support.

This position provides an introduction in the Product Support position while offering the opportunity to grow within the Support organization.

• Manage customer cases by ensuring the proper priority is assigned, customer information is accurate, and cases are assigned in order to meet the Imperva 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.

• 2 years’ experience in case handling and management
• B.S. 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

• Prior experience in a technical support, customer support, or SaaS/security technology environment.
• Familiarity with web application security, cloud services, networking, or infrastructure support concepts.
• Experience using customer support or case management tools such as Salesforce, Service Now, Jira, or similar platforms.
• Ability to troubleshoot technical issues, document findings clearly, and escalate appropriately when additional expertise is required.
• Strong customer-facing communication skills with the ability to explain technical information clearly and professionally.
• Demonstrated ability to collaborate across Support, Engineering, Sales Engineering, and other internal teams to support customer outcomes.

The anticipated TTC range for this role is 63,966.

-  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.

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…