Product Support Engineer - Cloud Security at Thales

📍 Job Overview

Job Title: Product Support Engineer - Cloud Security
Company: Thales
Location: Remote Mexico
Job Type: Full-Time
Category: Technical Support Engineer
Date Posted: 2025-06-18
Experience Level: Mid-Senior level (5-10 years)
Remote Status: Remote (Mexico only)

🚀 Role Summary

Key Responsibilities: Handle level 2-3 support cases, collaborate with customers and partners, escalate technical issues, analyze support trends, and work with product teams to enhance the product.
Key Technologies: Internet Security, Networking Technologies, Relational Databases, Linux, Unix, Cloud Solutions (AWS, Azure), Scripting Languages (Perl, Python, Shell).
Key Skills: Technical Support, Customer Support, Problem Solving, Communication, Teamwork, Product Enhancement.

📝 Enhancement Note: This role requires a strong technical background in internet security and networking, with a focus on cloud-based solutions and scripting languages. The role also involves significant customer interaction, requiring excellent communication and problem-solving skills.

💻 Primary Responsibilities

Handle Level 2-3 Support Cases: Work directly with customers, partners, and Sales Engineers to resolve technical issues, providing total account management.
Escalate Technical Issues: Collaborate with the Imperva Engineering department to achieve resolution for escalated customer technical product issues.
Analyze Support Case Trends: Identify trends and customer requirements, working with product teams to enhance the product.
Assess Customer's Technical Environment: Evaluate the customer's technical environment and requirements, managing expectations and following through on solutions or consulting on deployments.
Mentor Level 1 Engineers: Consult on their cases and assist with escalation issues.
Stay Proactive with Latest Technologies: Keep up-to-date with the latest technologies concerning Imperva's products and underlying technologies, disseminating knowledge to other engineers.
Contribute to Imperva Knowledge Base: Write guides, technical how-to articles, and other resources to improve the company's knowledge base.

📝 Enhancement Note: This role requires a high level of technical expertise, with a focus on problem-solving, communication, and customer support. The role also involves mentoring and knowledge sharing, making it an excellent opportunity for experienced professionals looking to grow in their career.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Computer Science or a related field, or equivalent experience.

Experience: Minimum 3 years of high-level Technical Support experience, with an additional 2 years of experience working with Security or Network-related products.

Required Skills:

Excellent Customer Support skills
Solid experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies, and Firewalls
Experience with Relational Databases (MsSQL, Oracle, MySQL, DB2)
Prior experience with Linux and other Unix operating systems
Highly motivated, well-organized, and able to multi-task and prioritize with minimal supervision
Excellent problem-solving skills with a strong sense of customer commitment
Excellent communication (written and verbal) and interpersonal skills
Ability to understand and communicate concepts quickly, succinctly, and accurately
Demonstrated aptitude for mastering new software applications

Preferred Skills:

Experience with a cloud-based solution, preferably in the Application Security sector
Experience with implementing and supporting AWS and/or an Azure environment
Strong English communication skills - written and verbal
Knowledge of a scripting language such as Perl, Python, Shell
Experience in Software Development or QA or Network/Security/Database products

📝 Enhancement Note: While the required skills focus on technical proficiency, the preferred skills highlight the importance of cloud-based solutions, scripting languages, and experience in software development or QA. These skills can provide a significant advantage in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record in technical support, with a focus on internet security and networking technologies
Showcase experience working with cloud-based solutions and scripting languages
Highlight problem-solving skills and customer support achievements
Include examples of mentoring and knowledge-sharing efforts

Technical Documentation:

Provide detailed documentation of technical support cases, including resolution steps and lessons learned
Include examples of product enhancement suggestions based on support case trends
Demonstrate experience with relational databases and server configuration

📝 Enhancement Note: As this role focuses on technical support and product enhancement, a strong portfolio should highlight the candidate's ability to resolve complex technical issues, analyze support trends, and collaborate with product teams to improve the product.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between MXN 70,000 and MXN 120,000 per month, based on regional market data and the required experience level. This estimate is subject to change based on the candidate's qualifications and the company's internal salary structure.

Benefits:

Competitive benefits package, including health insurance and retirement plans
Opportunities for career growth and development within the company
Flexible work arrangements, with the ability to work remotely from Mexico
A dynamic and collaborative work environment, with the opportunity to work with a diverse and industry-leading team

Working Hours: The role requires covering the Sunday to Thursday shift specifically, with a standard workweek of 40 hours.

📝 Enhancement Note: While the salary range is estimated based on regional market data, the actual salary may vary depending on the candidate's qualifications and the company's internal salary structure. The benefits package is competitive and includes opportunities for career growth and development, as well as flexible work arrangements.

🎯 Team & Company Context

🏢 Company Culture

Industry: Thales operates in the aerospace, defense, and security industries, with a focus on data security and identity management solutions.

Company Size: Thales is a large, multinational corporation with over 80,000 employees worldwide, providing ample opportunities for career growth and development.

Founded: Thales was founded in 1893 and has a rich history of innovation and technological leadership.

Team Structure:

The Global Customer and Product Support Team consists of professionals in Product Support, Engineering, QA, and Sales Security Engineering (SE)
The team works collaboratively with customers, partners, and internal teams to provide exceptional support and enhance the product
The team is diverse and industry-leading, with a focus on continuous learning and growth

Development Methodology:

The team follows Agile methodologies, with a focus on iterative development and continuous improvement
The team works closely with product teams to analyze support case trends and enhance the product
The team also works with partners and Sales Engineers to provide total account management and resolve technical issues

Company Website: Thales Group

📝 Enhancement Note: Thales is a large, multinational corporation with a rich history of innovation and technological leadership. The company's focus on data security and identity management provides an excellent opportunity for professionals with a strong technical background in internet security and networking.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the mid-senior level, requiring a strong technical background in internet security and networking, with a focus on cloud-based solutions and scripting languages. The role also requires excellent communication and problem-solving skills, as well as experience in technical support and product enhancement.

Reporting Structure: The role reports directly to the Global Customer and Product Support Team, working closely with customers, partners, and internal teams to provide exceptional support and enhance the product.

Technical Impact: The role has a significant impact on the company's products and services, as it involves working directly with customers to resolve technical issues and collaborating with product teams to enhance the product. The role also involves mentoring and knowledge sharing, contributing to the company's overall technical expertise and innovation.

Growth Opportunities:

Technical Growth: The role provides opportunities for technical growth, with a focus on cloud-based solutions, scripting languages, and experience in software development or QA.
Leadership Development: The role involves mentoring and knowledge sharing, providing opportunities for leadership development and growth within the company.
Architecture Decisions: As the role involves collaborating with product teams to enhance the product, there are opportunities to contribute to architecture decisions and drive innovation.

📝 Enhancement Note: This role offers significant opportunities for technical growth and development, with a focus on cloud-based solutions, scripting languages, and experience in software development or QA. The role also provides opportunities for leadership development and contributing to architecture decisions, making it an excellent choice for experienced professionals looking to grow in their career.

🌐 Work Environment

Office Type: Thales operates a hybrid work environment, with the opportunity to work remotely from Mexico.

Office Location(s): Thales has offices worldwide, with the opportunity to work remotely from Mexico for this role.

Workspace Context:

Collaborative Workspace: The team works collaboratively with customers, partners, and internal teams to provide exceptional support and enhance the product.
Development Tools: The team uses a variety of development tools, including cloud-based solutions, scripting languages, and relational databases.
Team Interaction: The team is diverse and industry-leading, with a focus on continuous learning and growth. The team works closely together to provide exceptional support and enhance the product.

Work Schedule: The role requires covering the Sunday to Thursday shift specifically, with a standard workweek of 40 hours.

📝 Enhancement Note: Thales offers a hybrid work environment, with the opportunity to work remotely from Mexico. The team is diverse and industry-leading, with a focus on continuous learning and growth. The role requires covering the Sunday to Thursday shift specifically, with a standard workweek of 40 hours.

📄 Application & Technical Interview Process

Interview Process:

Technical Assessment: A technical assessment focused on internet security and networking technologies, cloud-based solutions, and scripting languages.
Customer Support Scenario: A role-play scenario focused on handling customer support cases and resolving technical issues.
Product Enhancement Discussion: A discussion focused on analyzing support case trends and collaborating with product teams to enhance the product.
Final Evaluation: A final evaluation focused on technical impact, communication skills, and cultural fit.

Portfolio Review Tips:

Highlight a strong track record in technical support, with a focus on internet security and networking technologies
Showcase experience working with cloud-based solutions and scripting languages
Include examples of problem-solving skills and customer support achievements
Demonstrate experience with relational databases and server configuration
Highlight mentoring and knowledge-sharing efforts

Technical Challenge Preparation:

Brush up on internet security and networking technologies, with a focus on cloud-based solutions and scripting languages
Practice problem-solving skills and customer support scenarios
Prepare for a discussion on analyzing support case trends and collaborating with product teams to enhance the product

ATS Keywords: Internet Security, Networking Technologies, Cloud Solutions, Scripting Languages, Technical Support, Customer Support, Problem Solving, Communication, Product Enhancement, Mentoring, Knowledge Sharing, Agile Methodologies, Relational Databases, Server Configuration.

📝 Enhancement Note: The interview process for this role is focused on technical expertise, problem-solving skills, and customer support. The portfolio review tips and technical challenge preparation are designed to help candidates highlight their strengths in these areas and demonstrate their fit for the role.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable, as this role focuses on technical support and product enhancement.

Backend & Server Technologies:

Internet Security: Experience with internet security technologies, including TCP/IP, HTTP, Load balancers, Proxies, and Firewalls
Relational Databases: Experience with relational databases, including MsSQL, Oracle, MySQL, and DB2
Cloud Solutions: Experience with cloud-based solutions, including AWS and Azure
Scripting Languages: Experience with scripting languages, including Perl, Python, and Shell

Development & DevOps Tools:

Version Control: Experience with version control systems, such as Git
CI/CD Pipelines: Experience with CI/CD pipelines and automated deployment
Monitoring Tools: Experience with monitoring tools, such as Nagios, Zabbix, or Prometheus

📝 Enhancement Note: This role requires a strong technical background in internet security and networking, with a focus on cloud-based solutions and scripting languages. The role also requires experience with relational databases and server configuration, as well as familiarity with version control systems, CI/CD pipelines, and monitoring tools.

👥 Team Culture & Values

Web Development Values:

Customer Focus: A strong commitment to providing exceptional customer support and resolving technical issues
Technical Excellence: A dedication to continuous learning and growth, with a focus on cloud-based solutions, scripting languages, and experience in software development or QA
Collaboration: A collaborative work environment, with a focus on teamwork, mentoring, and knowledge sharing
Innovation: A commitment to driving innovation and enhancing the product through analyzing support case trends and collaborating with product teams

Collaboration Style:

Cross-Functional Integration: The team works closely with customers, partners, and internal teams to provide exceptional support and enhance the product
Code Review Culture: The team follows Agile methodologies, with a focus on iterative development and continuous improvement
Knowledge Sharing: The team is diverse and industry-leading, with a focus on continuous learning and growth. The team works closely together to provide exceptional support and enhance the product

📝 Enhancement Note: Thales values a strong commitment to providing exceptional customer support and resolving technical issues, with a dedication to continuous learning and growth, and a collaborative work environment. The team is diverse and industry-leading, with a focus on continuous learning and growth, and works closely together to provide exceptional support and enhance the product.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Cloud-Based Solutions: Experience with implementing and supporting cloud-based solutions, including AWS and Azure
Scripting Languages: Experience with scripting languages, including Perl, Python, and Shell
Product Enhancement: Experience analyzing support case trends and collaborating with product teams to enhance the product
Mentoring and Knowledge Sharing: Experience mentoring and knowledge sharing with Level 1 Engineers

Learning & Development Opportunities:

Technical Skill Development: Opportunities for technical skill development, with a focus on cloud-based solutions, scripting languages, and experience in software development or QA
Conference Attendance: Opportunities to attend industry conferences and events, with a focus on internet security, networking technologies, and cloud-based solutions
Certification and Community Involvement: Opportunities to obtain certifications and engage with industry communities, with a focus on internet security, networking technologies, and cloud-based solutions
Technical Mentorship: Opportunities for technical mentorship, with a focus on driving innovation and enhancing the product

📝 Enhancement Note: This role offers significant opportunities for technical growth and development, with a focus on cloud-based solutions, scripting languages, and experience in software development or QA. The role also provides opportunities for leadership development and contributing to architecture decisions, making it an excellent choice for experienced professionals looking to grow in their career.

💡 Interview Preparation

Technical Questions:

Internet Security and Networking Technologies: Questions focused on TCP/IP, HTTP, Load balancers, Proxies, and Firewalls, as well as experience with relational databases and server configuration
Cloud-Based Solutions: Questions focused on implementing and supporting cloud-based solutions, including AWS and Azure
Scripting Languages: Questions focused on scripting languages, including Perl, Python, and Shell
Product Enhancement: Questions focused on analyzing support case trends and collaborating with product teams to enhance the product
Problem-Solving: Questions focused on problem-solving skills and customer support scenarios

Company & Culture Questions:

Company Culture: Questions focused on Thales' company culture, values, and work environment
Team Dynamics: Questions focused on the team's collaborative work environment, mentoring, and knowledge sharing
Product Enhancement: Questions focused on analyzing support case trends and collaborating with product teams to enhance the product

Portfolio Presentation Strategy:

Technical Support Achievements: Highlight a strong track record in technical support, with a focus on internet security and networking technologies
Cloud-Based Solutions: Showcase experience working with cloud-based solutions and scripting languages
Problem-Solving Skills: Demonstrate problem-solving skills and customer support achievements
Mentoring and Knowledge Sharing: Highlight mentoring and knowledge-sharing efforts

📝 Enhancement Note: The interview process for this role is focused on technical expertise, problem-solving skills, and customer support. The portfolio presentation strategy is designed to help candidates highlight their strengths in these areas and demonstrate their fit for the role.

📌 Application Steps

To apply for this Product Support Engineer - Cloud Security position:

Customize Your Portfolio: Highlight your strong track record in technical support, with a focus on internet security and networking technologies. Showcase your experience working with cloud-based solutions and scripting languages, and demonstrate your problem-solving skills and customer support achievements. Include examples of mentoring and knowledge-sharing efforts.
Optimize Your Resume: Highlight your relevant experience and skills, with a focus on internet security, networking technologies, cloud-based solutions, and scripting languages. Include any experience with software development or QA, as well as any certifications or industry community involvement.
Prepare for Technical Interview: Brush up on your technical skills, with a focus on internet security and networking technologies, cloud-based solutions, and scripting languages. Practice problem-solving skills and customer support scenarios, and prepare for a discussion on analyzing support case trends and collaborating with product teams to enhance the product.
Research the Company: Familiarize yourself with Thales' company culture, values, and work environment. Understand the team's collaborative work environment, mentoring, and knowledge-sharing efforts, as well as the company's focus on driving innovation and enhancing the product.

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

Product Support Engineer - Cloud Security