Escalation Engineer

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

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An Escalation Engineer will require to works on mainly high and critical issues as escalated by the Product Support team with very complex factors involved, some of which are product bugs.

Also, will need to engage member of Support and R&D (Product Development) and manage the communication between the teams. In some instances, they will need to communicate extremely complex situations to customers in terms they understand.

A successful candidate should have a high level of expertise involving Imperva solutions or other solutions that are deployed in the WAF and DB environments for on-site, public cloud, and hybrid. Possessing very good troubleshooting skills and the ability to understand design vs implementation would be important.

Remote Mexico

Key Areas of Responsibility

• Investigate and resolve high-priority and critical cases escalated by the Product Support team, including those involving product bugs and complex technical issues. Experience with JIRA or similar platforms for issue tracking is an advantage. 

• Act as a key point of contact between Support and Product Development (R&D), ensuring clear and effective communication between teams. 

• Analyze and troubleshoot network, application, and database-related issues across on-site, public cloud, and hybrid environments. 

• Communicate complex technical issues to customers understandably and professionally. 

• Provide detailed technical analysis using debugging tools such as Wireshark, Burp Suite, and Postman to identify root causes. 

• Continuously improve internal processes by documenting resolutions, contributing to knowledge bases, and recommending product enhancements. 

Minimum Qualifications

• 6+ years of experience in technical support, escalation, or related roles (or 3+ years with a Master’s, 2+ years with a Ph.D., or equivalent experience). 

• Hands-on experience with MongoDB and troubleshooting database-related issues. 

• Working with databases in cloud environments, with experience in debugging database queries and performance issues. 

• Working knowledge of Linux, Windows, and Unix administration, including scripting in Python, Bash, or Regex. 

• Working with public cloud environments (AWS, Azure, GCP). 

• Advantage, working with Sonar and with Imperva products.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!