Product Support Engineer - Ciudad de México - Thales

    Thales
    Thales Ciudad de México

    hace 4 días

    Default job background
    Educación / Formación
    Descripción

    Job Description:

    Thales, the leader in Data Security, is looking for a Cloud Support Engineer to join the Global Customer and Product Support Team. This role will be part of the Global Support Team working alongside exceptional professionals in Product Support, Engineering, QA, and Sales Security Engineering (SE). The Cloud Support Engineer will be responsible for handling level 2-3 support cases, working directly with customers, partners, and Sales Engineers.

    The ideal candidate will have a strong technical background, excellent customer support skills, and experience working with cloud-based solutions, preferably in the Application security sector. They will also be able to understand and communicate complex technical concepts quickly, succinctly, and accurately.

    Key Responsibilities:

    • Handle level 2-3 support cases, working directly with customers, partners, and Sales Engineers.
    • Escalate customer's technical product issues to the Imperva Engineering department and work with them to achieve a resolution.
    • Analyze Support case trends and customer requirements while working with the Product Teams to enhance the product.
    • Assess 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 disseminate this knowledge to other engineers.
    • Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc.

    Requirements:

    • Minimum 3 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 complex technical concepts quickly, succinctly, and accurately.

    Preferred Qualifications:

    • Experience with a cloud-based solution, preferably in the Application security sector.
    • Experience with implementing and supporting AWS and/or Azure environments.
    • 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 products.

    About Thales:

    At Thales, we provide CAREERS and not just jobs. With Thales employing 80,000 employees in 68 countries, our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. We believe that embracing flexibility is a smarter way of working. Great journeys start here.

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