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Cloud Support Engineer

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Thales

20d ago

  • Job
    Full-time
    Senior Level
  • Software Engineering
    IT & Cybersecurity
  • Houston

AI generated summary

  • You need 3+ years in technical support, 2+ in security/networking, a BSCS or equivalent, strong skills in TCP/IP, Linux, and databases, plus excellent problem-solving and communication abilities.
  • You will handle level 2-3 support cases, escalate issues, analyze trends, mentor Level 1 Engineers, contribute to the knowledge base, and stay updated on Imperva technologies during Sunday to Thursday shifts.

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).

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.

FAQs

What is the job title for this position?

The job title for this position is Cloud Support Engineer.

Where is this position located?

This position is located in Texas, United States of America, and it is offered as a remote role in the US.

What are the primary responsibilities of the Cloud Support Engineer?

The primary responsibilities include handling level 2-3 support cases, working with customers and partners to resolve technical issues, escalating issues to the Engineering department, analyzing support case trends, mentoring Level 1 engineers, and contributing to the Imperva knowledge base.

What shift is this role specifically required to cover?

This role will need to cover the Sunday to Thursday shift.

What are the minimum qualifications required for this role?

The minimum qualifications include a minimum of 3 years of high-level Technical Support experience with an additional 2 years of experience working with Security or network-related products, a BSCS Degree or equivalent experience, and solid experience with Internet Security and Networking Technologies.

Are there preferred qualifications for this position?

Yes, preferred qualifications include experience with cloud-based solutions in the Application security sector, implementing and supporting AWS and/or Azure environments, proficiency in a scripting language, and experience in Software Development, QA, or Network/Security/Database products.

What kind of background check is required for this position?

This position requires successfully completing a post-offer background check.

Is there an equal opportunity employment policy?

Yes, the company is an equal opportunity employer and considers all qualified applicants without regard to characteristics such as sex, race, color, religion, national origin, disability, veteran status, and more.

What is the Total Target Compensation (TTC) market range for this position?

The Total Target Cash (TTC) market range for this position is between $84,535.00 - $152,950.00 USD annually.

What benefits does Thales offer to full-time employees?

Thales provides an extensive benefits program that includes health, dental, vision insurance, retirement savings plans, paid holidays, paid time off, and company-paid life insurance and disability options.

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Thales

Build a future we can all trust.

Consulting
Industry
10,001+
Employees
2000
Founded Year

Mission & Purpose

Thales is a global technology leader with more than 77,000 employees on five continents. The Group is investing in digital and “deep tech” innovations – Big Data, artificial intelligence, connectivity, cybersecurity and quantum technology – to build a future we can all trust. Trust is essential for societies to flourish, with humans playing a central role in every critical decision. Thales's high-tech solutions, services and products help companies, organisations and governments to achieve their goals and ambitions. And in each of our five vertical markets — digital identity and security, defence and security, aerospace, space, and transport — our customers play a vital role in society.