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! 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-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).

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. Thales is an Equal Opportunity Employer, including disability/veterans.

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

The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between

Total Target Cash (TTC) 84,535.00 - 152,950.00 USD Annual

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including - but not limited to - the employee's career path history, competencies, skills and performance, as well as the company's annual salary budget, the customer's program requirements, and the company's internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant's status protected by local, state, or federal law.

(For Internal candidate, if you need more information, please raise HR request through MyThales)

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