Deskripsi Pekerjaan
Thales, a global leader in advanced technologies specializing in aerospace, defense, security, and digital identity, is seeking a highly skilled and motivated Product Support Engineer – Cloud WAF Cyber Security to join our esteemed Imperva Global Support Team in Makati City, Metro Manila.
As a Product Support Engineer for our End User Customers, you will play an integral part of building and maintaining the reputation of our market-leading Cloud WAF (Web Application Firewall) solutions. You will be the primary technical point of contact for our customers, providing expert-level troubleshooting and guidance on complex security challenges. This is a unique opportunity to work with cutting-edge cyber security technology, protect critical web applications, and grow your career within a supportive and innovative global environment. At Thales, we are committed to building a diverse and inclusive workforce where your expertise in cloud security will be highly valued and nurtured. Our customers rely on the Imperva Cloud WAF to safeguard their most sensitive data and applications, and your role is critical in ensuring their continuous protection and success.
In this high-impact position, you will leverage your deep technical expertise in network security and application protocols to diagnose, replicate, and resolve advanced product issues. You will collaborate closely with our global engineering and product teams to drive continuous improvement, influence product roadmaps, and ensure the highest levels of customer success. You will not only solve complex technical problems but also contribute to a growing knowledge base that empowers customers and internal teams globally. If you are passionate about cyber security and dedicated to delivering exceptional technical support, we want to hear from you. Take the next step in your career and join a world-class team that is shaping the future of digital security.
Tanggung Jawab
- Provide advanced technical support and troubleshooting for Imperva Cloud WAF and related security products to enterprise customers.
- Analyze and resolve complex network security incidents, including web attacks, DDoS events, and policy configuration issues.
- Partner with customers to design and optimize WAF rules, security policies, and mitigation strategies to protect their web applications.
- Act as a subject matter expert (SME) for the Cloud WAF platform, mentoring junior team members and contributing to the knowledge base.
- Reproduce customer-reported issues in lab environments, escalate to product/development teams with detailed root cause analysis.
- Maintain high levels of customer satisfaction by adhering to Service Level Agreements (SLAs) and communicating effectively throughout the resolution lifecycle.
- Participate in a 24/7 on-call rotation to provide critical support for high-severity incidents.
- Document technical solutions, best practices, and FAQs to empower customers and internal teams.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field.
- Minimum of 3-5 years of experience in a technical support, network engineering, or security operations role.
- Strong understanding of Web Application Firewalls (WAF), intrusion detection/prevention systems (IDS/IPS), and network security concepts.
- Solid knowledge of networking protocols including TCP/IP, HTTP/HTTPS, DNS, TLS/SSL, and web proxy technologies.
- Hands-on experience with Linux/Unix administration and command-line tools.
- Proficiency in scripting or automation using Python, Bash, or similar languages.
- Excellent analytical and problem-solving skills with the ability to work independently under pressure.
- Industry certifications such as CISSP, CEH, CompTIA Security+, or vendor-specific security certifications are highly desirable.