Sr. Product Support Engineer

Thales
Texas
Workplace: RemoteFull timeUSD 84,535 - 152,950 annuallyFunction: Communications, PR & CommunityExperience: 5+ yearsEducation: bachelorsSkills: ["Customer commitment","Problem-solving","Independent work","Team collaboration","Communication"]

Handle Level 2–3 technical support for Imperva customers, partnering with Product Support, Engineering, QA, Sales Security Engineering, and partners to resolve issues. Triage and escalate complex product problems, analyze support case trends to improve products, and assess customer environments to guide deployments. Mentor Level 1 engineers, stay current on Imperva technologies, contribute to the knowledge base, and write technical guides.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Thales
Thales
3 days ago

Sr. Product Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Handle Level 2–3 technical support for Imperva customers, partnering with Product Support, Engineering, QA, Sales Security Engineering, and partners to resolve issues. Triage and escalate complex product problems, analyze support case trends to improve products, and assess customer environments to guide deployments. Mentor Level 1 engineers, stay current on Imperva technologies, contribute to the knowledge base, and write technical guides.
Location: Texas
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Handle Level 2–3 support cases with customers, partners, and Sales Engineers.
  • •Escalate technical product issues to Engineering and drive resolution.
  • •Analyze support case trends and customer requirements with Product Teams to enhance the product.
  • •Assess customer technical environments and manage expectations through solutions/consulting on deployments.
  • •Mentor Level 1 engineers and contribute to the knowledge base with technical guides and how-to articles.

Pay and Benefits

Salary: USD 84,535 - 152,950 annually
Perks:Health InsuranceDentalVisionPaid LeaveRetirementLife InsuranceDisabilityPet Insurance

Key Requirements

  • •Minimum 5 years of high-level technical support experience, plus 2 years working with security or network-related products.
  • •Excellent customer support skills with a BSCS degree or equivalent experience.
  • •Solid experience with internet security and networking technologies including TCP/IP, HTTP, load balancers, proxies, firewalls, and relational databases (MS SQL, Oracle, MySQL, DB2).
  • •Prior experience with Linux and other Unix operating systems.
  • •Strong communication and interpersonal skills with demonstrated ability to learn new software applications.
Experience:5+ yearsTechnical supportSecurityNetworkingInternet securityCloudApplication securityDatabaseQA
Education:Bachelor's
Skills:Customer commitmentProblem-solvingIndependent workTeam collaborationCommunication
Languages:English
Tech Stack:ImpervaTCP/IPHTTPLoad balancersProxiesFirewallsMsSQLSQL ServerOracleMySQLDB2LinuxUnixAWSAzurePerlPythonShellRelational databases

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Thales
Designs and delivers advanced systems and services for aerospace, defence, security, and digital identity and cybersecurity markets, serving government and commercial customers worldwide.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 2000
WebsiteLinkedIn