Product Support Engineer

Product Support Engineer

Imperva, a Thales company (CPL) is looking for a highly motivated, hands-on experienced Product Support Engineer to join our team in Belfast.

The Product Support Engineer will report directly to the Technical Product Support Team Leader and will be responsible for providing best-in-class technical support.

As a PSE you will provide technical support services for CPL's customers, partners and prospects supporting a business critical security product deployed in enterprise clients from various business sectors such as Insurance and Finance.

Responsibilities:

• Diagnosis and investigation of complex technical problems, identify root cause and provide effective solutions.
• Manage critical and high visibility customer issues.
• Act as a subject matter expert for customers in security.
• Work directly with our Escalation Teams to resolve issues in the field.
• Act as a focal point for technical issues and make sound decisions quickly.
• Understanding and documenting customer requirements, managing expectations, and providing excellent customer service.

Key Requirements:

• Excellent communication (written and verbal) and interpersonal skills.
• Excellent analytical and problem-solving skills with a strong sense of customer commitment.
• Highly motivated self-starter and team player who enjoys sharing knowledge and experience with peers.
• Ability to build relationships and collaborate effectively with Escalations Team, Technical Account Management, Sales and Customer Success.
• Ability to write technical documentation and knowledge base articles suitable for external publication.
• Ability to prioritize based on data and problem severity or business impact.

Essential:

• 3+ years of experience in any of the following areas: Technical Support, Information Security, QA (Security/Network products), Cloud Services.
• Good knowledge and understanding of networking.
• Good knowledge and experience of Linux (CLI experience preferred).
• Knowledge and understanding of Databases including Oracle, MSSQL or similar technologies.
• AWS, GCP, Azure or cloud computing platform experience.

Desirable:

• BSc. degree in Computer Science or related field.
• Advanced certifications such as CISSP/CCNP/DBA etc.
• Working experience of tcpdump, Wireshark and other sniffing tools.
• Knowledge in programming or the ability to read/write pseudo code.
• Experience in SQL query writing.
• Scripting ability in any scripting language – (e.g. Python/Bash).
• Experience of Knowledge Centric Support (KCS).

In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.

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.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles.

Great journeys start here, apply now!