📍 Job Overview

Job Title: Cybersecurity Escalation Engineer
Company: Thales
Location: Makati, Metro Manila, Philippines
Job Type: Full-time
Category: Cybersecurity & Information Assurance
Date Posted: July 23, 2025

🚀 Role Summary

Lead the resolution of complex cybersecurity issues and drive product quality improvements as part of Thales' global 24/7 Escalation team.
Collaborate with developers, support teams, and other stakeholders to analyze, troubleshoot, and escalate problems in Imperva's cloud-based security solutions.
Leverage your extensive experience in supporting cloud/SaaS-based solutions and deep understanding of the OSI model to ensure top-tier support.

📝 Enhancement Note: This role requires a high level of technical expertise and problem-solving skills, with a focus on HTTP-related products and cloud security. Familiarity with Imperva's products and services would be beneficial but is not explicitly required.

💻 Primary Responsibilities

🔍 Problem Analysis & Resolution: Lead the analysis and resolution of complex issues escalated from global support teams, requiring extensive troubleshooting and collaboration with developers.
🔧 Bug Fixes & Prioritization: Work with Imperva's developers to identify, prioritize, and implement solutions for escalated problems, driving product quality improvements.
💡 Feature Development & Representation: Contribute to shaping new features and products by representing the voice of the customer and recommending improvements based on support trends.
📈 Support Issue Prevention: Proactively identify and address problem trends, making recommendations to enhance product quality, processes, and knowledge.
🌐 Knowledge Transfer & Collaboration: Share your expertise with support teams, assist different teams (e.g., support, premium services sales), and drive escalation process improvements.
🛠 Tool Enhancement & Proposal: Identify tool gaps, enhance needs, and propose solutions to improve the support process and workflows.

📝 Enhancement Note: This role requires a strong focus on customer satisfaction, continuous learning, and the ability to thrive in a dynamic, global team environment.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Computer Science, Electrical Engineering, or a related field is preferred but not required.

Experience: At least 5 years of experience in supporting cloud/SaaS-based solutions, with a strong focus on cybersecurity and HTTP-related products.

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 multiple interfaces in parallel and matrix management skills
Strong 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
Proficiency in command-line tools (curl, dig, openssl, traceroute, mtr)
Experience analyzing data using tools like Grafana, Kibana, Coralogix, and SQL
Proven scripting skills (e.g., Shell-scripting, Python)
Technical certifications such as JNCIA/CCNA/DBA, etc.

📝 Enhancement Note: While not explicitly required, experience with Imperva's products and services would be beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role, as it focuses on technical support and problem-solving rather than web development projects.
Technical Documentation: Prepare a document outlining your experience with cloud/SaaS-based solutions, problem-solving methodologies, and relevant tools. Include case studies demonstrating your ability to analyze, troubleshoot, and resolve complex issues.

💵 Compensation & Benefits

Salary Range: PHP 60,000 - 90,000 per month (based on experience and market research for cybersecurity roles in Manila)

Benefits:

Competitive salary and benefits package
Opportunities for professional development and growth
A dynamic, global work environment with a strong focus on collaboration and innovation
The chance to work with cutting-edge technology and make a real impact on cybersecurity solutions

Working Hours: 40 hours per week, with on-call rotations for 24/7 support

📝 Enhancement Note: The salary range provided is an estimate based on market research for cybersecurity roles in Manila. Actual compensation may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: Thales operates in the aerospace, defense, security, and transportation industries, with a strong focus on cybersecurity and digital identity.

Company Size: Thales is a large, global organization with over 65,000 employees worldwide. 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: Thales was founded in 1893 and has a rich history of innovation and technological leadership.

Team Structure:

The global Escalation team consists of highly skilled professionals from various backgrounds, including Engineering, Security, Product Management, and Product Support.
The team works collaboratively to provide top-tier support for Imperva's cloud-based security solutions.

Development Methodology:

Thales follows agile development methodologies, with a strong focus on continuous improvement and customer satisfaction.
The Escalation team works closely with development teams to drive product quality improvements and address customer feedback.

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

📝 Enhancement Note: Thales' global presence and focus on innovation make it an attractive employer for cybersecurity professionals seeking to work with cutting-edge technology and make a real impact on industry-leading solutions.

📈 Career & Growth Analysis

Cybersecurity Escalation Engineer Career Level: This role is a senior-level position within the cybersecurity field, focusing on complex problem resolution, technical leadership, and driving product quality improvements.

Reporting Structure: The Cybersecurity Escalation Engineer reports directly to the Escalation Team Manager and works collaboratively with various teams, including Engineering, Security, Product Management, and Product Support.

Technical Impact: This role has a significant impact on the quality and performance of Imperva's cloud-based security solutions. By driving product quality improvements and representing the voice of the customer, the Cybersecurity Escalation Engineer helps ensure that Imperva's products meet the needs of its customers and maintain a competitive edge in the market.

Growth Opportunities:

Technical Specialization: Deepen your expertise in specific areas of cybersecurity, such as cloud security, HTTP-related products, or emerging technologies.
Technical Leadership: Develop your leadership skills and take on mentoring roles within the team, driving knowledge transfer and process improvements.
Architecture Decisions: Contribute to strategic decisions regarding the architecture and design of Imperva's security solutions, ensuring they align with business objectives and customer needs.

📝 Enhancement Note: This role offers significant opportunities for professional growth and development, with a strong focus on technical expertise, leadership, and innovation.

🌐 Work Environment

Office Type: Thales' Makati office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Thales Philippines has its headquarters in Makati, with additional offices in other major cities across the country.

Workspace Context:

Collaborative Workspace: The office features open-plan workspaces, encouraging collaboration and communication among team members.
Specialized Tools & Equipment: Thales provides its employees with access to the latest tools and equipment necessary for their roles, including advanced cybersecurity software and hardware.
Cross-functional Collaboration: The Escalation team works closely with various teams, including Engineering, Security, Product Management, and Product Support, fostering a culture of collaboration and knowledge sharing.

Work Schedule: This role requires a flexible work schedule, with on-call rotations for 24/7 support. The standard workweek is 40 hours, with additional hours required during on-call rotations.

📝 Enhancement Note: Thales' collaborative work environment and focus on innovation make it an attractive workplace for cybersecurity professionals seeking to grow their careers in a dynamic, global organization.

📄 Application & Technical Interview Process

Interview Process:

Phone/Screening Interview: A brief phone or video call to assess your communication skills, experience, and fit for the role.
Technical Assessment: A hands-on assessment focusing on your problem-solving skills, analytical thinking, and understanding of the OSI model, HTTP protocol, and cloud/SaaS-based solutions.
Behavioral Interview: An in-depth discussion of your problem-solving approach, customer service skills, and ability to work in a dynamic, global team environment.
Final Interview: A meeting with the hiring manager or a panel of interviewers to discuss your fit for the role, answer any remaining questions, and make a final decision.

Portfolio Review Tips:

Prepare a document outlining your experience with cloud/SaaS-based solutions, problem-solving methodologies, and relevant tools.
Include case studies demonstrating your ability to analyze, troubleshoot, and resolve complex issues, with a focus on HTTP-related products and cloud security.

Technical Challenge Preparation:

Brush up on your knowledge of the OSI model, HTTP protocol, and cloud/SaaS-based solutions.
Familiarize yourself with Imperva's products and services, if possible.
Practice problem-solving exercises and case studies to hone your analytical and troubleshooting skills.

ATS Keywords: (Organized by category)

Cloud & SaaS: AWS, Azure, Google Cloud, Cloud Security, SaaS, PaaS, IaaS
HTTP & OSI Model: HTTP, HTTPS, OSI Model, L2-L7, TCP/IP, DNS, SSL/TLS
Troubleshooting & Problem-Solving: Root Cause Analysis, Debugging, Log Analysis, Problem Resolution, Incident Management
Customer Service & Communication: Customer Support, Customer Facing, Stakeholder Management, Communication Skills, Interpersonal Skills
Collaboration & Teamwork: Teamwork, Collaboration, Matrix Management, Global Teamwork, Cross-functional Collaboration
Cybersecurity & Tools: Cybersecurity, Cloud Security, WAF, CDN, Imperva, Coralogix, Grafana, Kibana, SQL

📝 Enhancement Note: The interview process for this role is designed to assess your technical expertise, problem-solving skills, and fit for the dynamic, global team environment at Thales. Thorough preparation and a strong focus on customer service and collaboration will serve you well in the interview process.

🛠 Technology Stack & Web Infrastructure

Cloud & SaaS Platforms:

AWS, Azure, Google Cloud
Other cloud platforms, as needed

HTTP & OSI Model:

Deep understanding of the OSI model (focusing on L2-L7)
Extended knowledge and experience with the HTTP protocol and HTTP-related products

Troubleshooting & Problem-Solving Tools:

Command-line tools (curl, dig, openssl, traceroute, mtr)
Data analysis tools (Grafana, Kibana, Coralogix, SQL)
Scripting tools (Shell-scripting, Python)

Cybersecurity & Web Infrastructure Tools:

Imperva products and services (as applicable)
Other cybersecurity tools and platforms, as needed

📝 Enhancement Note: Familiarity with Imperva's products and services would be beneficial for this role, but a deep understanding of the OSI model, HTTP protocol, and cloud/SaaS-based solutions is more critical.

👥 Team Culture & Values

Thales' Core Values:

Customer-focused
Trusted
Innovative
Responsible
Inclusive

Cybersecurity Escalation Engineer Values:

Customer-centric: Focus on understanding and addressing customer needs, with a strong commitment to customer satisfaction.
Collaborative: Work effectively with global teams, fostering a culture of knowledge sharing and continuous learning.
Problem-solving-focused: Approach complex issues with a proactive, analytical mindset, driving resolution and improvement.
Innovative: Embrace new technologies and methodologies, continually seeking to improve processes and workflows.

Collaboration Style:

Cross-functional: Work closely with various teams, including Engineering, Security, Product Management, and Product Support, to drive product quality improvements and address customer feedback.
Matrix management: Balance multiple priorities and interfaces, ensuring efficient and effective problem resolution.
Global: Collaborate with team members worldwide, leveraging diverse perspectives and expertise to drive results.

📝 Enhancement Note: Thales' culture is built on a strong foundation of customer focus, innovation, and collaboration, making it an ideal environment for cybersecurity professionals seeking to grow their careers in a dynamic, global organization.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Problem Resolution: Develop and refine your problem-solving skills to tackle increasingly complex and challenging issues escalated from global support teams.
Emerging Technologies: Stay up-to-date with the latest cloud security trends and emerging technologies, adapting your skills and knowledge to meet the evolving needs of Imperva's products and customers.
Global Collaboration: Work effectively with team members worldwide, navigating time zone differences and cultural nuances to drive global support excellence.
Process Improvement: Identify and address inefficiencies in the support process, driving continuous improvement and enhancing the customer experience.

Learning & Development Opportunities:

Technical Skill Development: Deepen your expertise in specific areas of cybersecurity, such as cloud security, HTTP-related products, or emerging technologies.
Conference Attendance & Certification: Attend industry conferences, webinars, and workshops to expand your knowledge and network with other cybersecurity professionals.
Mentoring & Leadership Development: Take on mentoring roles within the team, driving knowledge transfer and process improvements while developing your leadership skills.

📝 Enhancement Note: This role presents numerous opportunities for technical growth, collaboration, and innovation, with a strong focus on driving product quality improvements and enhancing the customer experience.

💡 Interview Preparation

Technical Questions:

OSI Model & HTTP Protocol: Demonstrate your deep understanding of the OSI model (focusing on L2-L7) and the HTTP protocol, with a strong focus on problem-solving and troubleshooting.
Cloud & SaaS-based Solutions: Discuss your experience supporting cloud/SaaS-based solutions, highlighting your ability to analyze, troubleshoot, and resolve complex issues.
Problem-solving Methodologies: Explain your approach to problem-solving, with a focus on root cause analysis, debugging, and incident management.

Company & Culture Questions:

Thales' Values: Discuss your understanding and alignment with Thales' core values, highlighting how your skills and experience make you a strong fit for the organization.
Global Teamwork: Describe your experience working in a global team environment, emphasizing your ability to collaborate effectively with team members worldwide.
Customer-centric Mindset: Explain your approach to customer service and support, with a focus on understanding and addressing customer needs.

Portfolio Presentation Strategy:

Case Study Approach: Prepare case studies demonstrating your ability to analyze, troubleshoot, and resolve complex issues, with a focus on HTTP-related products and cloud security.
Technical Deep Dive: Be prepared to discuss the technical aspects of your problem-solving approach in detail, with a focus on the tools and methodologies you use to drive resolution.
Customer-centric Focus: Emphasize the customer impact of your problem-solving efforts, highlighting your ability to enhance the customer experience and drive product quality improvements.

📝 Enhancement Note: Thorough preparation and a strong focus on customer service, collaboration, and technical expertise will serve you well in the interview process for this role.

📌 Application Steps

To apply for this Cybersecurity Escalation Engineer position at Thales:

Submit your application through the application link provided in the job listing.
Prepare a document outlining your experience with cloud/SaaS-based solutions, problem-solving methodologies, and relevant tools. Include case studies demonstrating your ability to analyze, troubleshoot, and resolve complex issues, with a focus on HTTP-related products and cloud security.
Tailor your resume to highlight your relevant experience and skills for this role, with a strong focus on customer service, collaboration, and technical expertise.
Research Thales' products, services, and company culture to ensure a strong fit for the role and demonstrate your enthusiasm for the opportunity.

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

Cybersecurity Escalation Engineer