Escalation Engineer Cloud WAF

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 billons 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 the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Position Summary

As an Escalation Engineer, you will provide the top layer of the support organization in the Americas, working alongside our exceptional global teams of professionals in Engineering, Security, Product Management, and Product Support. 

You will join our 24*7 global Escalation team and will be responsible for analyzing and resolving complex and challenging issues and driving the quality of Imperva products forward.

Mexico City, Polanco Site- Hybrid

Key Areas of Responsibility

• Lead problem resolution requiring extensive analysis, troubleshooting, and escalation to product development

• Work with our developers on solutions to problems escalated from the Imperva support teams globally

• Prioritize issues handling and bug fixes

• Take part in shaping new features and products and represent the voice of the customer

• Proactive prevention of support issues by analyzing problem trends and making recommendations to improve product quality, processes, and knowledge

Minimum Qualifications

• At least 5 years of experience and relevant background in supporting Cloud/SaaS based solutions

• Deep understanding of the OSI Model (focusing on L2-L7)

• Extended knowledge and experience with the HTTP protocol and HTTP-related products

• Excellent customer-facing skills

• Ability to write technical guides and explain technical concepts both to a non-technical audience and technical engineers

• Ability to work with several interfaces in parallel and matrix management skills

Special Requirements

A typical work schedule is Monday to Friday from 10:00am to 7:00pm CT

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

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