Thales Cybersecurity Products · 6 hours ago
Cloud Support Engineer
United States
Full-time
Remote
Mid, Senior Level
$85K/yr - $153K/yr
5+ years expThales Cybersecurity Products is a leader in identity management and data protection solutions. The Cloud Support Engineer will handle tier-1 support, manage technical issues for customers, and work closely with various teams to enhance product offerings.
Cloud ComputingCyber SecuritySoftwareInformation TechnologyCloud SecurityNetwork Security
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
Qualification
Required
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)
Preferred
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
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
Company
Thales Cybersecurity Products
Thales is a global leader in cybersecurity, helping the most trusted organizations in the world protect their most critical applications, data, and identities anywhere at scale.
1001-5000 employees
H1B Sponsorship
Thales Cybersecurity Products has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (1)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$1MKey Investors
Innovation for Defence Excellence and Security
2025-07-22Grant· $1M
2022-07-29Acquired
Leadership Team
Dave Jordan
Global Partner Programs and Strategy
Rick Robinson, MBA, CISSP, ISSAP
Cryptography Specialist and Technical Liaison - GSI Partner Sales
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