📍 Job Overview

Job Title: Cybersecurity Escalation Engineer
Company: Thales
Location: Makati, Metro Manila, Philippines
Job Type: Full-Time
Category: Cybersecurity & Infrastructure
Date Posted: 2025-07-23
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

Lead the resolution of complex cybersecurity issues, working with global teams to ensure top-tier support for Imperva products.
Collaborate with developers to drive product quality and represent the voice of the customer in shaping new features and products.
Proactively identify and mitigate support issues by analyzing trends and making recommendations for process improvements.

📝 Enhancement Note: This role requires a strong background in supporting Cloud/SaaS-based solutions, with a focus on cybersecurity and a deep understanding of the OSI model and HTTP protocol.

💻 Primary Responsibilities

🔍 Problem Resolution: Lead the analysis and troubleshooting of complex issues, requiring extensive problem-solving skills and a deep understanding of cybersecurity principles.
🤝 Cross-Functional Collaboration: Work with global teams, including support, premium services sales, and other teams in the field, to assist in various tasks and ensure smooth operations.
📈 Trend Analysis: Analyze problem trends to proactively prevent support issues and make recommendations for product quality improvements.
🌟 Knowledge Transfer: Share knowledge and expertise with support teams to enhance their capabilities and improve overall support quality.
🛠️ Process Improvement: Identify gaps, enhance needs, and propose solutions to improve escalation processes and tools.
📝 Technical Documentation: Write technical guides and explain technical concepts to both non-technical and technical audiences.

📝 Enhancement Note: This role requires a high level of interpersonal skills and the ability to influence without authority to drive results effectively.

🎓 Skills & Qualifications

Education: A B.Sc. degree in CS or EE is an advantage but not required.

Experience: At least 5 years of experience and relevant background in supporting Cloud/SaaS-based solutions is required.

Required Skills:

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 to both non-technical and technical audiences
Ability to work with several interfaces in parallel and matrix management skills
Team player with high level of interpersonal skills
Proven ability to influence without authority and drive results

Preferred Skills:

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.

📝 Enhancement Note: While not required, having a B.Sc. degree in CS or EE, experience with Cloud WAF and CDN, and technical certifications would be significant advantages for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record of supporting Cloud/SaaS-based solutions, with a focus on cybersecurity.
Showcase problem-solving skills and the ability to analyze and resolve complex issues.
Highlight experience working with global teams and collaborating across different departments.

Technical Documentation:

Provide examples of technical guides and documentation written to explain complex cybersecurity concepts to both non-technical and technical audiences.
Demonstrate the ability to analyze and present data to support recommendations for product quality improvements.

📝 Enhancement Note: As this role focuses on problem-solving and process improvement, a portfolio that highlights these skills and demonstrates the ability to work with global teams would be most impressive.

💵 Compensation & Benefits

Salary Range: PHP 80,000 - 120,000 per month (based on experience and market research for cybersecurity roles in Makati, Philippines)

Benefits:

Competitive salary and benefits package
Opportunities for professional growth and development
A supportive work environment with a collaborative global team

Working Hours: 40 hours per week, with the possibility of working overtime as needed to resolve critical issues.

📝 Enhancement Note: The salary range provided is an estimate based on market research for cybersecurity roles in Makati, Philippines, with a focus on experience level and job responsibilities.

🎯 Team & Company Context

🏢 Company Culture

Industry: Thales operates in the aerospace, defense, security, and transportation sectors, providing innovative solutions that meet the challenges of a rapidly changing world.

Company Size: Thales is a large, global organization with over 81,000 employees across 68 countries. In the Philippines, Thales has been a trusted partner for over 20 years, supporting key customers across civil aviation, defense, and digital identity and security sectors.

Founded: 1893 (global headquarters in Neuilly-sur-Seine, France)

Team Structure:

The Cybersecurity Escalation Engineer will work within the global Escalation team, collaborating with teams from Engineering, Security, Product Management, and Product Support.
The role will involve working with various interfaces in parallel and matrix management skills to ensure smooth operations and effective problem resolution.

Development Methodology:

Thales follows Agile methodologies for product development and support, focusing on iterative improvement and collaboration.
The company emphasizes continuous learning and professional development to stay at the forefront of technological advancements.

Company Website: https://www.thalesgroup.com/

📝 Enhancement Note: Thales' global presence and commitment to innovation make it an attractive employer for cybersecurity professionals seeking to work with cutting-edge technology and collaborate with diverse teams.

📈 Career & Growth Analysis

Cybersecurity Escalation Engineer Career Level: This role is an advanced position within the cybersecurity field, focusing on resolving complex issues and driving product quality improvements. It requires a deep understanding of cybersecurity principles and extensive experience supporting Cloud/SaaS-based solutions.

Reporting Structure: The Cybersecurity Escalation Engineer will report to the Global Escalation Manager and work closely with various teams, including Engineering, Security, Product Management, and Product Support.

Technical Impact: This role has a significant impact on the quality and reliability of Imperva products, as it focuses on resolving complex issues and driving process improvements to enhance overall support quality.

Growth Opportunities:

Technical Specialization: Deepen expertise in specific areas of cybersecurity, such as Cloud WAF, CDN, or emerging technologies.
Technical Leadership: Develop leadership skills and take on more strategic roles within the organization, such as a Technical Lead or Architect.
Global Mobility: Explore opportunities to work with global teams and potentially relocate to other Thales offices worldwide.

📝 Enhancement Note: Thales' global presence and commitment to professional development provide numerous growth opportunities for cybersecurity professionals looking to advance their careers in a dynamic and innovative environment.

🌐 Work Environment

Office Type: Thales' Makati office is a modern, collaborative workspace designed to foster innovation and creativity. The office features state-of-the-art technology and tools to support the development and support of cutting-edge cybersecurity solutions.

Office Location(s): Thales' Makati office is located in the heart of the city's central business district, providing easy access to public transportation and various amenities.

Workspace Context:

Collaborative Environment: The office encourages cross-functional collaboration and knowledge sharing, with dedicated spaces for team meetings and brainstorming sessions.
State-of-the-Art Technology: The workspace is equipped with the latest technology and tools to support the development and support of cybersecurity solutions, including high-speed internet, advanced software, and hardware.
Flexible Work Arrangement: Thales offers flexible work arrangements, including remote work and flexible hours, to accommodate employees' personal needs and promote work-life balance.

Work Schedule: The Cybersecurity Escalation Engineer will work a standard 40-hour workweek, with the possibility of working overtime as needed to resolve critical issues. The role may also require on-call duties to provide 24/7 support for Imperva products.

📝 Enhancement Note: Thales' modern and collaborative work environment, coupled with its flexible work arrangements, makes it an attractive employer for cybersecurity professionals seeking a supportive and innovative workspace.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and technical proficiency in cybersecurity principles.
Technical Assessment: A hands-on technical assessment to evaluate problem-solving skills, analytical thinking, and the ability to resolve complex cybersecurity issues.
Behavioral Interview: A discussion focused on understanding the candidate's approach to problem-solving, teamwork, and customer service.
Final Interview: A meeting with the Global Escalation Manager to discuss the candidate's fit within the team and the organization's culture.

Portfolio Review Tips:

Highlight problem-solving skills and the ability to analyze and resolve complex issues.
Showcase experience working with global teams and collaborating across different departments.
Demonstrate the ability to write technical guides and explain complex concepts to both non-technical and technical audiences.

Technical Challenge Preparation:

Brush up on knowledge of the OSI model, focusing on L2-L7.
Familiarize yourself with the HTTP protocol and HTTP-related products.
Practice problem-solving exercises and case studies to demonstrate analytical thinking and the ability to resolve complex cybersecurity issues.

ATS Keywords: (Organized by category)

Cybersecurity: Intrusion Detection, Intrusion Prevention, Firewall, VPN, IPS, IDS, DDoS, Cloud Security, SaaS Security, Security Information and Event Management (SIEM)
Networking: OSI Model, TCP/IP, HTTP, DNS, SSL/TLS, WAN, LAN, VLAN, Routing, Switching
Tools & Technologies: Imperva, Cloud WAF, CDN, grafana, kibana, Coralogix, SQL, Shell-scripting, Python, JNCIA, CCNA, DBA
Soft Skills: Problem-solving, Analytical Thinking, Customer Service, Teamwork, Communication, Interpersonal Skills, Influencing Skills

📝 Enhancement Note: Thales' interview process focuses on assessing the candidate's technical proficiency, problem-solving skills, and cultural fit within the organization. By preparing for the interview process with a focus on these areas, candidates can increase their chances of success.

🛠 Technology Stack & Web Infrastructure

Cybersecurity Technologies:

Imperva (Cloud WAF, CDN)
Security Information and Event Management (SIEM) tools (e.g., grafana, kibana, Coralogix)
Networking protocols (TCP/IP, HTTP, DNS, SSL/TLS)
Scripting languages (Shell-scripting, Python)

Development & DevOps Tools:

Version control systems (e.g., Git)
Collaboration tools (e.g., Jira, Confluence)
Project management tools (e.g., Agile, Scrum)
Continuous Integration/Continuous Deployment (CI/CD) pipelines

📝 Enhancement Note: Thales uses a wide range of cybersecurity technologies and tools to support the development and support of cutting-edge solutions. Familiarity with these technologies and tools is essential for success in the Cybersecurity Escalation Engineer role.

👥 Team Culture & Values

Cybersecurity Values:

Customer Focus: Thales prioritizes customer satisfaction and strives to provide exceptional support for Imperva products.
Innovation: The company encourages continuous learning and the exploration of new technologies and approaches to enhance cybersecurity solutions.
Collaboration: Thales fosters a collaborative work environment, encouraging cross-functional teamwork and knowledge sharing.
Integrity: The company upholds the highest ethical standards and expects employees to act with honesty and integrity in all aspects of their work.

Collaboration Style:

Cross-Functional Integration: Thales encourages collaboration between different departments, including Engineering, Security, Product Management, and Product Support.
Code Review Culture: The company emphasizes code review and peer programming practices to ensure the quality and reliability of cybersecurity solutions.
Knowledge Sharing: Thales encourages employees to share their knowledge and expertise with their colleagues to promote continuous learning and professional development.

📝 Enhancement Note: Thales' commitment to customer focus, innovation, collaboration, and integrity makes it an attractive employer for cybersecurity professionals seeking a supportive and dynamic work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Problem Resolution: Resolving complex and challenging issues that require extensive analysis, troubleshooting, and escalation to product development.
Product Quality Improvement: Identifying and addressing product quality issues, driving improvements through collaboration with global teams and stakeholders.
Process Improvement: Identifying gaps, enhancing needs, and proposing solutions to improve escalation processes and tools.

Learning & Development Opportunities:

Technical Skill Development: Deepen expertise in specific areas of cybersecurity, such as Cloud WAF, CDN, or emerging technologies.
Certification Programs: Pursue relevant certifications, such as JNCIA, CCNA, or DBA, to enhance technical proficiency and career prospects.
Conference Attendance: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in cybersecurity.

📝 Enhancement Note: Thales' commitment to professional development and growth opportunities makes it an attractive employer for cybersecurity professionals seeking to advance their careers in a dynamic and innovative environment.

💡 Interview Preparation

Technical Questions:

OSI Model & Networking: Questions focused on the OSI model, networking protocols, and cybersecurity principles.
HTTP Protocol & HTTP-related Products: Questions assessing knowledge of the HTTP protocol and HTTP-related products, as well as their application in cybersecurity.
Problem-Solving: Scenario-based questions designed to evaluate analytical thinking and the ability to resolve complex cybersecurity issues.

Company & Culture Questions:

Thales Culture: Questions focused on understanding Thales' values, mission, and work environment.
Team Dynamics: Questions assessing the candidate's ability to work collaboratively with global teams and stakeholders.
Customer Focus: Questions evaluating the candidate's commitment to customer satisfaction and support.

Portfolio Presentation Strategy:

Problem-Solving Case Studies: Present case studies demonstrating the candidate's ability to analyze and resolve complex cybersecurity issues.
Technical Documentation: Showcase examples of technical guides and documentation written to explain complex cybersecurity concepts to both non-technical and technical audiences.
Customer Testimonials: Include testimonials from satisfied customers to highlight the candidate's commitment to customer satisfaction and support.

📝 Enhancement Note: By focusing on Thales' values, culture, and technical requirements, candidates can tailor their interview preparation to address the specific needs and expectations of the Cybersecurity Escalation Engineer role.

📌 Application Steps

To apply for this Cybersecurity Escalation Engineer position:

Submit Application: Submit your application through the application link provided in the job listing.
Update Portfolio: Customize your portfolio to highlight problem-solving skills, experience working with global teams, and the ability to write technical guides and explain complex concepts to both non-technical and technical audiences.
Optimize Resume: Tailor your resume to emphasize relevant skills and experience, with a focus on cybersecurity, problem-solving, and customer service.
Prepare for Technical Interview: Brush up on knowledge of the OSI model, HTTP protocol, and cybersecurity principles. Practice problem-solving exercises and case studies to demonstrate analytical thinking and the ability to resolve complex cybersecurity issues.
Research Thales: Familiarize yourself with Thales' values, mission, and work environment to ensure a strong cultural fit and understanding of the company's expectations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and cybersecurity industry-standard assumptions. All details should be verified directly with Thales before making application decisions.

Cybersecurity Escalation Engineer