Cloud Support Engineer

Thales • Prior Lake, MN

3d • Remote

About The Position

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 billons 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. Remote - US 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.

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.
• 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.
• Experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2).

Nice To Haves

• 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 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

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.
• This role will need to be able to cover the Sunday to Thursday shift specifically.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees