Product Support Engineer

Product Support Engineer – Cloud WAF

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.

Present in India since 1953, Thales is headquartered in Noida and has other operational offices and sites spread across Delhi, Gurugram, Bengaluru and Mumbai, among others. Over 2200 employees are working with Thales and its joint ventures in India. Since the beginning, Thales has been playing an essential role in India's growth story by sharing its technologies and expertise in Defence, Aerospace and Cyber & Digital sectors. Thales has two engineering competence centres in India - one in Noida focused on Cyber & Digital business, while the one in Bengaluru focuses on hardware, software and systems engineering capabilities for both the civil and defence sectors, serving global needs. The Group has also established an MRO (Maintenance, Repair & Overhaul) facility in Gurugram to provide comprehensive avionics maintenance and repair services to Indian airlines and support the growth of the local aviation industry.

As a Product Support Engineer for our End User Customers, you will play an integral part of building our Thales Global Support Team, working alongside our exceptional team of professionals in Product Support, Engineering, QA, and Sales Security Engineering (SE). The successful applicant will gain a deep understanding of the Imperva product line technology, while diagnosing and solving complex technical issues, and creating a viable and timely solution to customers.

Key Responsibilities:

• Have a strong customer focus a must, paired with demonstrable Troubleshooting and Networking competency
• Understanding and documenting the customer's requirements, managing expectations, and providing excellent customer service.
• Handling technical support cases, working directly with Imperva customers, partners, Sales Engineers, Professional Services, Customer Success Managers and other parts of the organization.
• Troubleshooting of complex issues such as performance problems, 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.
• 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.
• Become a focal point for technical issues for our clients and make sound decisions quickly.
• Analysing customer feature requests and forwarding them for higher level escalations.

Required Skills and Qualifications:

• Minimum 3 years of high-level Technical Support experience working with Security or Network related products.
• Solid experience working with Networking Technologies such as DNS, TCP/IP, HTTP, SSL/TLS, load balancing, Arp, Proxies, Reverse proxies, Caching, BGP, Certificates.
• Experience with security products, such as firewalls, and SIEM tools.
• Proven problem-solving skills with a strong sense of customer commitment
• Prior experience with web servers (Nginx, IIS and more) is a plus.
• Excellent communication (written and verbal) and interpersonal skills
• Familiarity with OWASP top 10
• Familiarity with bot mitigation is an advantage.
• Degree in Engineering/Computer Science or equivalent experience in a technical field an advantage
• Highly motivated with the ability to work independently and in a team environment.
• Ability to understand and communicate concepts quickly, and accurately.

Preferred Experience:

• Strong English communications skills - written and verbal
• Knowledge of a Networking Technologies like DNS. HTTP, TLS/SSL,, Caching, Certificates.
• Able to replicate customer-reported issues in lab environment to diagnose and troubleshoot effectively.

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.