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 billons 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.
position summary:
as a network escalation engineer, you will provide the top tier of support, 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 focusing on our network protection solution and driving the quality of imperva products forward.
key responsibilities:
* lead problem resolution requiring extensive analysis, troubleshooting, and escalation to product development for our network protection product
* 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, 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 as a network engineer
* deep understanding and proven experience with bgp and network routing
* deep understanding of l3/l4 and l7 protocols
* experience with cisco/juniper routing and switching – advantage
* knowledge of security appliances (such as firewalls) - advantage
* 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
* analyzing data using tools like grafana, kibana, coralogix – advantage
* technical certifications such as jncia/ccna/dba etc – advantage
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! #j-18808-ljbffr