Escalation Engineer Cloud WAF
Escalation Engineer Cloud WAF
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Job Description
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.
Hybrid Plano TX
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 L2L7
Extended knowledge and experience with the HTTP protocol and HTTPrelated products
Excellent customerfacing skills
Ability to write technical guides and explain technical concepts both to a nontechnical 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
The anticipated annual TTC (Total Target Cash) range for this position is US $75000 $120000. The salary offered will be determined based on the candidates experience knowledge skills other qualifications and location.
If youre excited about working with Thales but not meeting the requirements for this position we encourage you to join our Talent Community! can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.
What We Offer:
Thales provides an extensive benefits program for all fulltime employees working 30 or more hours per week and their eligible dependents including the following:
Elective Health Dental Vision FSA/HSA Voluntary Life and AD&D Whole Group Life w/LTC Critical Illness Hospital Indemnity Accident Insurance Legal Plan Identity Theft and Pet Insurance.
Retirement Savings Plan after 30 days of employment with a company contribution and a match and with no vesting period.
Company paid holidays and Paid Time Off.
Company provided Life Insurance AD&D Disability Employee Assistance Plan and Wellbeing Program.
Why Join Us
Say HI and learn more about working at Thales click here
LI# Hybrid
LI# WM1
This position will require successfully completing a postoffer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified consistent with federal law state law and local ordinances.Successful applicant must comply with federal contractor vaccine mandate requirements.
Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected Veteran status age or any other characteristic protected by law.
If you need an accommodation or assistance in order to apply for a position with Thales please contact us at .
Employment Type
Full-Time
