[Hiring] Product Support Specialist @Thales

Role Description

This position is for a Product Support Specialist who will be responsible for 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.

• 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.
• Mentoring Level 1 Engineers; consulting on their cases and assisting with escalation issues.
• Being proactive with all the latest technologies concerning Imperva’s products and the underlying technologies and disseminating this knowledge to the other engineers.
• Contributing 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.

Qualifications

• Minimum 5 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).

Requirements

• 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

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan, and Well-Being program.
• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
• Company paid holidays, vacation days, and paid sick leave.
• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
• Employee Discounts on home, auto, and gym membership.