Support Specialist

Thales • Texas Remote, TX

3d • $63,966 - $117,263 • Remote

About The Position

This position is for a Support Specialist. As a Support Special they will play an integral part of our Global Support Team, working alongside their peers in Support, Engineering, and Sales Security Engineering (SE). The successful applicant will gain an understanding of the Imperva product line technology, while working to ensure quality experience by Imperva customers when they interact with Product Support. This position provides an introduction in the Product Support position while offering the opportunity to grow within the Support organization.

Requirements

• 2 years’ experience in case handling and management
• B.S. in Engineering/Computer Science or equivalent experience in a technical field an advantage
• Knowledge of Networking Protocols TCP, IP, ISO layers 3, 4 and 7
• Understanding of HTTP, SSL, and databases is an advantage
• Must be customer-obsessed
• Good written and verbal customer-centric communication skills (English required)
• Self-motivated and able to work independently while still contributing to the team’s success
• Multitasking-capabilities a must
• Detail-oriented with the ability to track work progress

Nice To Haves

• Prior experience in a technical support, customer support, or SaaS/security technology environment.
• Familiarity with web application security, cloud services, networking, or infrastructure support concepts.
• Experience using customer support or case management tools such as Salesforce, ServiceNow, Jira, or similar platforms.
• Ability to troubleshoot technical issues, document findings clearly, and escalate appropriately when additional expertise is required.
• Strong customer-facing communication skills with the ability to explain technical information clearly and professionally.
• Demonstrated ability to collaborate across Support, Engineering, Sales Engineering, and other internal teams to support customer outcomes.

Responsibilities

• Manage customer cases by ensuring the proper priority is assigned, customer information is accurate, and cases are assigned in order to meet the Imperva SLA.
• Provide customers with timely updates and responses while completing their request.
• Handle Tier 1 cases
• Collaborate with Product Support Engineers as needed
• Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc.

Benefits

• 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: Entry Level
• Education Level: Associate degree