Product Support Engineer - Cloud Security

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 billions 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 identities, grant access to digital services, analyze data, and encrypt information to make the connected world more secure.

Thales, a leader in Data Security, is looking for a Cloud Support Engineer to join the Global Customer and Product Support Team. This is a key role at Imperva, where you will work with diverse and industry-leading customers as part of our Global Support Team, collaborating with Product Support, Engineering, QA, and Sales Security Engineering teams. You will handle incoming Level-2 and 3 support calls from our US customers, resolving technical issues from start to finish—total account management. We seek individuals eager to grow their careers as Imperva develops and promotes from within.

Key Responsibilities :

• Handle Level 2-3 support cases, working directly with Thales customers, partners, and Sales Engineers.
• Escalate technical product issues to the Thales Engineering department and collaborate to resolve them.
• Analyze support case trends and customer requirements to help improve the product.
• Assess customer environments and requirements, manage expectations, and follow through on solutions or deployment consultations.
• Mentor Level 1 Engineers, provide case consultations, and assist with escalations.
• Stay proactive with the latest technologies related to Imperva’s products and share knowledge with the team.
• Contribute to the Imperva knowledge base by writing guides and technical articles.
• This role requires coverage of the Sunday to Thursday shift.

Minimum Qualifications :

Preferred Qualifications :

Why Join Us?

Learn more about working at Thales by saying HI click here . We offer careers, not just jobs. With 80,000 employees across 68 countries, our mobility policy allows employees to develop their careers at home or abroad, in their current fields or new ones. We believe embracing flexibility is a smarter way of working. Great journeys start here—apply now!

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