📍 Job Overview

Job Title: Product Support Engineer - Cloud Security
Company: Thales
Location: Remote Mexico
Job Type: Full-Time
Category: DevOps Engineer
Date Posted: 2025-06-12
Experience Level: 5-10 years
Remote Status: Remote OK

🚀 Role Summary

📝 Enhancement Note: This role involves handling complex customer support issues for Thales' cloud security products, requiring strong technical expertise and excellent communication skills. The role also offers opportunities for mentoring and contributing to the company's knowledge base.
Thales is a global leader in data security, seeking a Cloud Support Engineer to join their Global Customer and Product Support Team.
This role involves managing level 2-3 support cases, collaborating with customers, partners, and Sales Engineers, and escalating technical issues to the engineering department.
The ideal candidate will have a strong background in technical support, experience with cloud-based solutions, and a commitment to growing their career within Thales.

💻 Primary Responsibilities

📝 Enhancement Note: This role requires a balance of technical problem-solving, customer management, and collaboration with internal teams to ensure customer satisfaction and product enhancement.
Handle Level 2-3 Support Cases: Manage incoming support cases, working directly with customers, partners, and Sales Engineers to resolve technical issues.
Escalate Technical Product Issues: Collaborate with the Thales Engineering department to escalate and resolve complex customer product issues.
Analyze Support Case Trends: Identify trends and customer requirements, working with product teams to enhance Thales' offerings.
Assess Customer Environments: Evaluate customers' technical environments and manage expectations, providing solutions or consulting on deployments.
Mentor Level 1 Engineers: Guide Level 1 Engineers, consulting on their cases and assisting with escalation issues.
Stay Current with Technologies: Proactively learn and share knowledge about the latest technologies concerning Thales' products and underlying technologies.
Contribute to Knowledge Base: Write guides, technical how-to articles, and other resources to improve Thales' knowledge base.
Cover Sunday to Thursday Shift: This role requires availability to cover the Sunday to Thursday shift.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science 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
Strong experience with Internet Security and Networking Technologies (TCP/IP, HTTP, Load balancers, Proxies, Firewalls)
Experience with Relational Databases (MsSQL, Oracle, MySQL, DB2)
Proficiency in Linux and other Unix operating systems
Highly motivated, well-organized, and able to multi-task with minimal supervision
Excellent problem-solving skills and 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 Azure environments
Strong English communication skills (written and verbal)
Knowledge of a scripting language such as Perl, Python, Shell
Experience in Software Development, QA, or Network/Security/Database products

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on technical support rather than web development, portfolio requirements are not explicitly stated. However, demonstrating problem-solving skills, customer support experience, and technical expertise through relevant projects or case studies would be beneficial.

Portfolio Essentials:

Examples of successful technical support cases, demonstrating problem-solving skills and customer management abilities.
Case studies or projects showcasing experience with cloud-based security solutions, Internet Security, and Networking Technologies.
Evidence of mentoring or knowledge-sharing initiatives, highlighting the candidate's ability to contribute to Thales' knowledge base.

Technical Documentation:

Documentation of technical support processes, best practices, or troubleshooting guides.
Evidence of collaboration with product teams, contributing to product enhancements based on customer feedback and support case trends.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not explicitly stated. Based on market research and industry standards for a Senior Technical Support Engineer with 5-10 years of experience in the cloud security sector, the estimated salary range is MXN 120,000 - MXN 180,000 per year (USD 6,000 - USD 9,000 per year).

Benefits:

Competitive salary and benefits package
Opportunities for career growth and development within Thales
Flexible working arrangements, including remote work options
A dynamic and international work environment

Working Hours: This role requires availability to cover the Sunday to Thursday shift, with a standard workweek of 40 hours.

🎯 Team & Company Context

🏢 Company Culture

Industry: Thales operates in the data security industry, focusing on identity management, data protection, and digital security solutions for businesses and governments.

Company Size: Thales is a large, global organization with over 80,000 employees in 68 countries. This role is part of the Global Customer and Product Support Team, offering opportunities for collaboration and growth within a diverse and international environment.

Founded: Thales was founded in 1893 and has since grown into a global leader in data security, with a strong focus on innovation and technological advancement.

Team Structure:

The Global Customer and Product Support Team consists of professionals in Product Support, Engineering, QA, and Sales Security Engineering (SE).
This role will work closely with customers, partners, and internal teams, including Sales Engineers, Product Teams, and Engineering departments.

Development Methodology:

Thales follows Agile methodologies for product development and support, emphasizing collaboration, customer focus, and continuous improvement.
The company encourages knowledge-sharing, technical mentoring, and continuous learning, contributing to a culture of innovation and growth.

Company Website: Thales Group

📝 Enhancement Note: Thales' global presence and focus on data security offer unique opportunities for professional growth and development within the company. The organization's commitment to innovation and customer satisfaction creates an environment where technical expertise and strong communication skills can thrive.

📈 Career & Growth Analysis

Web Technology Career Level: This role is suited for a Senior Technical Support Engineer with 5-10 years of experience in the cloud security sector, seeking to grow their career within a global organization.

Reporting Structure: This role reports to the Global Customer and Product Support Team, working closely with customers, partners, and internal teams to manage technical support cases and contribute to product enhancement.

Technical Impact: The successful candidate will have a significant impact on Thales' customers, ensuring their technical issues are resolved efficiently and effectively. They will also contribute to the company's knowledge base and product enhancement efforts, driving continuous improvement in Thales' cloud security offerings.

Growth Opportunities:

Technical Skill Development: Thales offers opportunities for professional growth and development, including training, mentoring, and exposure to emerging technologies in the cloud security sector.
Technical Leadership Potential: As Thales grows and expands its offerings, there may be opportunities for the successful candidate to take on more senior roles within the Global Customer and Product Support Team or other departments.
Career Progression Paths: Thales' global presence and diverse business lines offer numerous career progression paths for motivated and talented individuals, including roles in product management, engineering, sales, and marketing.

📝 Enhancement Note: Thales' commitment to employee development and growth creates an environment where ambitious and dedicated professionals can build successful careers. The company's global presence and diverse business lines offer numerous opportunities for career progression and professional development.

🌐 Work Environment

Office Type: Thales operates a hybrid work environment, with offices in multiple locations worldwide and remote work options available for many roles.

Office Location(s): Thales has offices in over 68 countries, with the specific office location for this role being Remote Mexico.

Workspace Context:

Collaborative Work Environment: Thales encourages collaboration and knowledge-sharing, with opportunities for team members to work together on projects and initiatives.
Remote Work Options: This role offers remote work options, allowing the successful candidate to work from home or another location of their choice.
Global Team Interaction: As part of the Global Customer and Product Support Team, the successful candidate will work with colleagues and customers from around the world, fostering a diverse and international work environment.

Work Schedule: This role requires availability to cover the Sunday to Thursday shift, with a standard workweek of 40 hours. The work schedule may vary depending on customer needs and support case volume.

📝 Enhancement Note: Thales' hybrid work environment and global presence offer a dynamic and international work experience for the successful candidate. The company's commitment to collaboration and knowledge-sharing creates an environment where team members can learn, grow, and succeed in their careers.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss the candidate's qualifications, experience, and fit for the role.
Technical Assessment: A hands-on technical assessment, evaluating the candidate's problem-solving skills, customer support experience, and technical expertise in cloud security and networking technologies.
Behavioral Interview: A structured interview focusing on the candidate's communication skills, customer management abilities, and cultural fit with Thales.
Final Decision: The hiring manager will review the candidate's performance throughout the interview process and make a final decision based on the candidate's qualifications, experience, and fit for the role.

Portfolio Review Tips:

Highlight successful technical support cases, demonstrating problem-solving skills and customer management abilities.
Showcase experience with cloud-based security solutions, Internet Security, and Networking Technologies through relevant projects or case studies.
Emphasize any mentoring or knowledge-sharing initiatives, highlighting the candidate's ability to contribute to Thales' knowledge base.

Technical Challenge Preparation:

Brush up on cloud security and networking technologies, focusing on Thales' products and services.
Prepare for hands-on technical assessments, demonstrating the ability to troubleshoot and resolve complex customer support issues.
Practice explaining technical concepts clearly and concisely, highlighting strong communication skills and customer focus.

ATS Keywords: (See the comprehensive list of relevant keywords below, organized by category)

🛠 Technology Stack & Web Infrastructure

Cloud Platforms:

Amazon Web Services (AWS)
Microsoft Azure

Security Technologies:

Thales' cloud security products and solutions
Internet Security and Networking Technologies (TCP/IP, HTTP, Load balancers, Proxies, Firewalls)

Databases:

Relational Databases (MsSQL, Oracle, MySQL, DB2)

Operating Systems:

Linux
Other Unix operating systems

Scripting Languages:

Perl
Python
Shell

📝 Enhancement Note: Thales' cloud security products and solutions are built on a robust technology stack, including leading cloud platforms, security technologies, and databases. The company's commitment to innovation and technological advancement ensures that its offerings remain at the forefront of the cloud security industry.

👥 Team Culture & Values

Thales' Values:

Customer Focus: Thales prioritizes customer satisfaction and success, ensuring that its products and services meet the unique needs and requirements of its customers.
Innovation: Thales fosters a culture of innovation, encouraging its employees to push the boundaries of what's possible and drive technological advancement in the cloud security sector.
Collaboration: Thales emphasizes teamwork and collaboration, creating an environment where employees can learn from one another, share knowledge, and work together to achieve common goals.
Integrity: Thales operates with the highest ethical standards, ensuring that its products, services, and business practices are conducted with honesty, transparency, and accountability.

Collaboration Style:

Cross-Functional Integration: Thales encourages collaboration across departments and business lines, creating an environment where employees can work together to drive customer success and business growth.
Knowledge Sharing: Thales fosters a culture of knowledge-sharing, encouraging employees to learn from one another and contribute to the company's collective expertise.
Technical Mentoring: Thales offers opportunities for technical mentoring, allowing employees to develop their skills and advance their careers within the company.

📝 Enhancement Note: Thales' commitment to customer focus, innovation, collaboration, and integrity creates a dynamic and supportive work environment where employees can thrive and succeed in their careers. The company's culture of knowledge-sharing and technical mentoring fosters an environment where employees can learn, grow, and make a meaningful impact on Thales' customers and business.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Cloud Security Complexities: Thales' cloud security products and solutions are built on complex and cutting-edge technologies, requiring the successful candidate to stay current with the latest advancements and best practices in the cloud security sector.
Customer Support Volume: Thales serves a diverse and global customer base, with varying needs and support requirements. The successful candidate must be able to manage a high volume of support cases and prioritize their workload effectively.
Escalation Management: The successful candidate must be able to escalate complex technical product issues to the engineering department, working closely with internal teams to ensure customer satisfaction and product enhancement.

Learning & Development Opportunities:

Technical Skill Development: Thales offers opportunities for professional growth and development, including training, mentoring, and exposure to emerging technologies in the cloud security sector.
Career Progression Paths: Thales' global presence and diverse business lines offer numerous opportunities for career progression and professional development, including roles in product management, engineering, sales, and marketing.
Thales University: Thales University is the company's global learning and development platform, offering a wide range of courses and resources to support the professional growth and development of its employees.

💡 Interview Preparation

Technical Questions:

Cloud Security Fundamentals: Demonstrate a strong understanding of cloud security principles, best practices, and emerging trends in the industry.
Troubleshooting & Problem-Solving: Showcase your ability to diagnose and resolve complex technical support issues, highlighting your problem-solving skills and customer management abilities.
Customer Focus: Highlight your commitment to customer satisfaction and success, emphasizing your ability to understand and address the unique needs and requirements of Thales' customers.

Company & Culture Questions:

Thales' Business: Demonstrate a strong understanding of Thales' business, products, and services, highlighting your ability to contribute to the company's success and growth.
Thales' Values: Explain how your personal values align with Thales' core values, emphasizing your commitment to customer focus, innovation, collaboration, and integrity.
Thales' Global Presence: Discuss the opportunities and challenges of working for a global organization, highlighting your ability to thrive in a dynamic and international work environment.

Portfolio Presentation Strategy:

Technical Support Case Studies: Highlight successful technical support cases, demonstrating your problem-solving skills and customer management abilities.
Cloud Security Projects: Showcase your experience with cloud-based security solutions, Internet Security, and Networking Technologies through relevant projects or case studies.
Thales Knowledge Base Contributions: Emphasize any mentoring or knowledge-sharing initiatives, highlighting your ability to contribute to Thales' knowledge base and drive continuous improvement in the company's cloud security offerings.

📌 Application Steps

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

Submit Your Application: Click the "Apply Now" button on the Thales job listing page.
Prepare Your Portfolio: Highlight successful technical support cases, demonstrating your problem-solving skills and customer management abilities. Showcase your experience with cloud-based security solutions, Internet Security, and Networking Technologies through relevant projects or case studies. Emphasize any mentoring or knowledge-sharing initiatives, highlighting your ability to contribute to Thales' knowledge base.
Optimize Your Resume: Tailor your resume to the specific requirements of this role, emphasizing your technical expertise, problem-solving skills, and customer management abilities. Highlight your experience with cloud security and networking technologies, as well as any relevant projects or case studies.
Prepare for Technical Assessment: Brush up on cloud security and networking technologies, focusing on Thales' products and services. Prepare for hands-on technical assessments, demonstrating your ability to troubleshoot and resolve complex customer support issues. Practice explaining technical concepts clearly and concisely, highlighting strong communication skills and customer focus.
Research Thales: Familiarize yourself with Thales' business, products, and services. Understand the company's values, culture, and global presence, emphasizing your ability to thrive in a dynamic and international work environment.

📝 Enhancement Note: Thales' interview process focuses on evaluating the candidate's technical expertise, problem-solving skills, and customer management abilities. The company's commitment to collaboration and knowledge-sharing creates an environment where strong communication skills and a customer-focused mindset are highly valued. By following these application steps and preparing thoroughly, candidates can increase their chances of success in the interview process and secure a role with Thales.

ATS Keywords:

Programming Languages:

Python
Perl
Shell

Web Frameworks:

Not applicable (focus on cloud security technologies)

Server Technologies:

Amazon Web Services (AWS)
Microsoft Azure

Databases:

MsSQL
Oracle
MySQL
DB2

Tools:

Relational Database Management Systems (RDBMS)
Cloud Security Tools (Thales' products and services)
Internet Security and Networking Technologies (TCP/IP, HTTP, Load balancers, Proxies, Firewalls)

Methodologies:

Agile methodologies (Scrum, Kanban)
Customer-focused problem-solving
Collaborative teamwork and knowledge-sharing

Soft Skills:

Excellent communication (written and verbal) and interpersonal skills
Strong problem-solving skills and customer commitment
Ability to understand and communicate concepts quickly, succinctly, and accurately
Demonstrated aptitude for mastering new software applications
Highly motivated, well-organized, and able to multi-task with minimal supervision
Excellent customer support skills coupled with a strong sense of customer commitment

Industry Terms:

Cloud Security
Internet Security
Networking Technologies
Technical Support
Customer Support
Customer Management
Customer Satisfaction
Product Enhancement
Knowledge Base
Technical Documentation
Mentoring
Technical Expertise
Problem-Solving
Customer Focus
Innovation
Collaboration
Integrity
Global Presence
Hybrid Work Environment
Remote Work Options
Career Progression
Professional Development
Technical Skill Development
Emerging Technologies
Customer Support Volume
Escalation Management
Technical Assessment
Portfolio Review
Interview Preparation

📝 Enhancement Note: This comprehensive list of ATS keywords is designed to help web development and server administration candidates optimize their resumes and application materials for the Product Support Engineer - Cloud Security role at Thales. By incorporating these relevant keywords naturally throughout their application, candidates can improve their visibility to the company's Applicant Tracking System (ATS) and increase their chances of success in the interview process.

Product Support Engineer - Cloud Security