Product Support Specialist

Thales
Vancouver
Workplace: RemoteFull timeCAD 78,800.25 - 105,067 annuallyFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Customer support","Communication","Problem-solving","Independent work","Organizational skills"]

Handle Level-2 and Level-3 technical support for Imperva customers, working 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 recommend and follow through on solutions. Mentor Level 1 engineers, stay current on Imperva technologies, and contribute to the knowledge base. Cover Sunday–Thursday shifts.

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FursaFursa
Thales
Thales
10 hours ago

Product Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Handle Level-2 and Level-3 technical support for Imperva customers, working 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 recommend and follow through on solutions. Mentor Level 1 engineers, stay current on Imperva technologies, and contribute to the knowledge base. Cover Sunday–Thursday shifts.
Location: Vancouver
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Handle Level 2–3 support cases directly with Imperva customers, partners, and Sales Engineers.
  • •Escalate customer technical product issues to the Imperva Engineering department to achieve resolution.
  • •Analyze support case trends and customer requirements, collaborating with product teams to enhance the product.
  • •Assess customer technical environments and requirements, manage expectations, and follow through on solutions or deployment consulting.
  • •Mentor Level 1 engineers, proactively stay current on Imperva technologies, and contribute to the knowledge base (guides and technical how-to articles).

Pay and Benefits

Salary: CAD 78,800.25 - 105,067 annually
Perks:Health InsuranceDentalHsaLife InsurancePaid LeaveRetirement SavingsGym MembershipEmployee Assistance

Key Requirements

  • •5+ years of high-level technical support experience, with an additional 2 years working with security or network-related products.
  • •BSCS degree (or equivalent experience) and excellent customer support skills.
  • •Experience 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.
  • •Experience with relational databases (MsSQL, Oracle, MySQL, DB2).
Experience:SecurityNetworkingInternet securityApplication security
Education:Bachelor's in Computer Science
Skills:Customer supportCommunicationProblem-solvingIndependent workOrganizational skills
Languages:English
Tech Stack:TCP/IPHTTPLoad balancersProxiesFirewallsLinuxUnixMsSQLOracleMySQLDB2AWSAzurePerlPythonShell

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