Escalation Engineer

Location: PHL - Philippines, PhilippinesIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales has been present in the Philippines since 2002, and continues to support the country’s big ambitions in the aerospace, defence and digital security sectors. As a committed partner to the country, Thales works closely with key Filipino partners in the areas of digital identity and security, air traffic management and defence, where its technologies and services supplied Digital Identity & Security business lie at the heart of modern life, from payment to enterprise security and the internet of things. Thales employs a workforce of close to 200 employees in the Philippines, across two facilities in Manila and Laguna.

As an Escalation Engineer, you will provide the top layer of the support organization in APJ, 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.

The role:

• Lead problem resolution requiring extensive analysis, troubleshooting, and escalation to product development
• Work with Imperva’s 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
• Knowledge transfer to support teams
• Identify tools gaps, enhance needs, and propose solutions
• Identify, propose, and enforce escalation process improvements
• Assist different teams including support, premium services sales and other teams in the field

Qualifications:

• At least 5 years of experience and relevant background in supporting Cloud/SaaS based solutions
• Deep understanding of the OSI Model (focusing on L2-L7)
• Extended knowledge and experience with the HTTP protocol and HTTP-related products
• Excellent analytical and problem-solving skills
• Excellent customer-facing skills
• Ability to write technical guides and explain technical concepts both to a non-technical audience and technical engineers
• Ability to work with several interfaces in parallel and matrix management skills
• Team player
• High level of interpersonal skills
• Proven ability to influence without authority and drive results

Advantages:

• B.Sc. degree in CS or EE
• Experience with Cloud WAF and CDN / Cyber Security background
• Command line tools (curl, dig, openssl, traceroute, mtr)
• Analyzing data using tools like grafana, kibana, Coralogix and SQL
• Proven scripting skills (i.e Shell-scripting, Python)
• Technical certifications such as JNCIA/CCNA/DBA etc 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. Great journeys start here, apply now!