Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.
In the Philippines, Thales has been a trusted partner for over 20 years, supporting key customers across civil aviation, defence, and digital identity and security sectors. From banking and telecommunications to government services, Thales continues to provide solutions in technological advancements that bolster national security and enhance local defence capabilities.Description
Cyber Security is a big deal. It’s in the news, growing rapidly, a critical tool for every company, and our specialty.
Imperva (Thales Company) is a leading provider of data and application security solutions that protect business-critical information in the cloud and on-premise. Our customers include leading enterprises, government organizations, SMBs and service providers who rely on Imperva Incapsula to securely deliver their websites and applications at lightning speed.
Why Imperva? We have experienced the following growth and achievements
· Imperva’s Web Application Firewall has been in the Leader’s Quadrant of the Gartner Magic Quadrant for 7th straight years
· 2020 SC Magazine Best Database Security Award
· Imperva Cloud WAF is a leader in the Forrester Wave for DDoS Services with the highest score in the “current offering” category
Responsibilities:
- Handling level 2/ level 3 technical support cases, working directly with Imperva customers, partners, Sales Engineers, Professional Services, Customer Success Managers and other parts of the organization.
- Must be an SME (Subject Matter Expert) on an Imperva product, create training content and deliver quarterly enablement session to the team.
- Troubleshooting of complex issues such as performance problems, system crashes, packet inspections and in-depth log analysis.
- Find both workaround and provide best solution for customer with good judgment in selecting methods, techniques. Have the ability to prioritize based on facts and problem severity and / or business impact.
- Responding to customers with respect to the organization’s SLAs via email/phone.
- Be available on the Support hotline and answer any new/existing ticket calls from customers.
- Schedule remote sessions with customers when required for live troubleshooting, depending on the nature and sensitivity of the issue.
- Escalating customer’s technical product issues to the Imperva backline escalations teams 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.
- Mentor Level 1 Engineers; consult on their cases and assist with escalation issues.
- Be proactive with all the latest technologies concerning Imperva’s products and the underlying technologies and disseminate this knowledge to the other engineers.
- Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc.
Required Skills:
- Minimum 8 years of technical support experience working with networking technologies, network security, operating systems (such as Linux/UNIX) and protocols like HTTP and SSL.
- Excellent Customer Support skills coupled with a Bachelor’s Degree in a related field or equivalent experience.
- Deep understanding in Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls as well as experience with Oracle Databases.
- Prior experience with Linux and other Unix operating systems.
- Working knowledge with networking/browser developer tools such as wireshark, tcpdump. Openssl, burp, fiddler, postman and curl.
- Understand cloud provider ecosystems such as AWS, Azure and GCP.
- 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.
- Ability to adapt to new features, technologies and new processes that are integrated within the organization.
Desired Skills
- Knowledge of a scripting language such as Perl, Python, Shell
- Experience in Software Development or QA of Network/Security/Database products
- Experience with different CRM systems – Salesforce, Jira
- Must (at least two): CCNA, CCNP, CISSP, CISA, CISM, CEH, ITIL, Linux, MCITP, AWS/Azure/GCP, Any DB-related certification, Any Scripting language certification
At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.
Skills Required
- Minimum 8 years technical support experience with networking, network security, operating systems, and protocols
- Subject Matter Expert (SME) on Imperva product and deliver training/enablement
- Troubleshoot complex issues including performance problems, system crashes, packet inspection, and in-depth log analysis
- Deep understanding of Internet security and networking (TCP/IP, HTTP, Load Balancers, Proxies, Firewalls)
- Experience with Oracle Databases
- Prior experience with Linux and other Unix operating systems
- Working knowledge of networking/browser developer tools: Wireshark, tcpdump, OpenSSL, Burp, Fiddler, Postman, curl
- Understand cloud provider ecosystems (AWS, Azure, GCP)
- Excellent customer support skills, strong problem solving, communication and interpersonal skills
- Ability to respond per SLAs, answer support hotline, schedule remote troubleshooting sessions
- Mentor Level 1 engineers and assist with escalations
- Contribute to knowledge base: write guides and technical how-to articles
- Bachelor's degree in a related field or equivalent experience
- Ability to work independently and in a team, multi-task and prioritize
- Demonstrated aptitude for mastering new software applications and adapting to new features/processes
- Desired: knowledge of scripting languages such as Perl, Python, Shell
- Desired: experience in software development or QA of network/security/database products
- Desired: experience with CRM systems such as Salesforce and Jira
- Desired: at least two certifications from list (CCNA, CCNP, CISSP, CISA, CISM, CEH, ITIL, Linux, MCITP, AWS/Azure/GCP, DB or scripting certifications)
Thales Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thales and has not been reviewed or approved by Thales.
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Retirement Support — Retirement plans with employer contributions and matches, profit sharing, and share purchase opportunities are emphasized across multiple regions. These elements are positioned as competitive components of total rewards.
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Leave & Time Off Breadth — Generous PTO that increases with tenure, paid holidays, and paid military, maternity, and paternity leave are described. This breadth supports work–life balance across locations.
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Flexible Benefits — Hybrid work options, flexible schedules, and parental supports such as childcare benefits and leave for sick children are available in several markets. Flexibility is presented as a core part of the employee experience.
Thales Insights
What We Do
Thales is a global high technology leader investing in digital and “deep tech” innovations – connectivity, big data, artificial intelligence, cybersecurity and quantum technology – to build a future we can all trust, which is vital to the development of our societies. The company provides solutions, services and products that help its customers – businesses, organisations and states – in the defence, aeronautics, space, transportation and digital identity and security markets to fulfil their critical missions, by placing humans at the heart of the decision-making process.
