Product Support Engineer

Location: BELFAST ARNOTT HOUSE, United Kingdom

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better, and keep us safer. We innovate across the major industries of Aerospace, Defence, Security and Space.

Your health and well-being matters to us and that's why we offer you the flexibility to do what's important to you; whether that's part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

Imperva, a Thales company (Cyber Security Products, CSP) is the cybersecurity leader that helps organizations protect critical applications, APIs, and data, anywhere, at scale, and with the highest ROI. With an integrated approach combining edge, application security, and data security, Imperva protects companies through all stages of their digital journey. Imperva Threat Research and our global intelligence community enable Imperva to stay ahead of the threat landscape and seamlessly integrate the latest security, privacy, and compliance expertise into our solutions.

We're looking for a highly motivated, hands-on experienced Product Support Engineer to join our team in Belfast (Hybrid model). 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).

Applicants must have a valid work permit in the UK.

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.

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!