Job Details

Location: Texas, United States of AmericaThales 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 for a Remote role in Texas.Position Summary This position is for a tier-1 support engineer 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.Special Position Requirements Work Schedule:This role will need to be able to cover the Sunday to Thursday -or- Tuesday to Saturday shift specifically.Key Areas of Responsibility 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.Basic Qualifications 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.Preferred Qualifications Experience with a cloud-based solution, preferably in the Application security sectorExperience 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 environmentStrong English communication skills - written and verbalKnowledge of a scripting language such as Perl, Python, ShellExperience in Software Development or QA or Network/Security/Database productWhat We Offer Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.Company paid holidays, vacation days, and paid sick leave.Voluntary Life, AD&D, Critical Illness, Long-Term Disability.Employee Discounts on home, auto, and gym membership.Why Join Us? Say HI and learn more about working at Thales click hereCompensation Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between 84,535.00 – 152,950.00 USD Annual.Recruitment Process We use artificial intelligence–enabled tools as part of our recruitment process to support activities such as candidate discovery, résumé matching, and interview scheduling. These tools may help screen and assess applications and recommend potential matches based on the requirements within the job description. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters. Artificial intelligence does not make hiring decisions on our behalf.Background Check 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).EEO Statement 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.Accommodation If you need an accommodation or assistance to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.#J-18808-Ljbffr