Cloud Support Engineer

Thales is a company that specializes in identity management and data protection solutions for digital security. They are seeking a Cloud Support Engineer responsible for handling Level-2 and 3 support calls, working closely with various teams to resolve technical issues for customers.

Responsibilities:

• 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

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
• 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