📍 Job Overview

Job Title: Technical Support Escalation Engineer
Company: Thales
Location: Manila, Philippines
Job Type: On-site, Full-time
Category: Technical Support & Escalation
Date Posted: June 23, 2025

🚀 Role Summary

Lead problem resolution for complex and challenging issues in a global support team.
Collaborate with developers to drive product quality and represent the voice of the customer.
Proactively identify trends and propose solutions to improve product quality and processes.
Assist various teams, including support, premium services sales, and other field teams.

📝 Enhancement Note: This role requires a strong technical background, excellent analytical and problem-solving skills, and the ability to work effectively in a global matrix environment.

💻 Primary Responsibilities

Problem Resolution: Lead complex issue analysis, troubleshooting, and escalation to product development.
Collaboration: Work with Imperva’s developers on solutions to problems escalated from global support teams.
Prioritization: Manage issue handling and bug fixes, balancing urgency and importance.
Product Improvement: Shape new features and products by representing the voice of the customer.
Prevention: Proactively prevent support issues by analyzing problem trends and making recommendations.
Knowledge Transfer: Share expertise with support teams to improve overall product knowledge.
Process Improvement: Identify tools gaps, enhance needs, and propose solutions to improve escalation processes.
Assistance: Support different teams, including support, premium services sales, and other field teams.

📝 Enhancement Note: This role involves handling high-priority issues, requiring strong technical skills and the ability to thrive under pressure.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Electrical Engineering, or a related field.

Experience: At least 5 years of experience in supporting Cloud/SaaS-based solutions.

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 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 (e.g., Shell-scripting, Python)
Technical certifications such as JNCIA/CCNA/DBA, etc.

📝 Enhancement Note: Candidates with a strong technical background, proven problem-solving skills, and experience in a similar role will excel in this position.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record of resolving complex technical issues in a Cloud/SaaS environment.
Showcase your ability to analyze and troubleshoot problems, with a focus on HTTP-related products.
Highlight your experience working with global teams and collaborating with developers to resolve escalated issues.

Technical Documentation:

Provide examples of technical guides or documentation you've created to explain complex technical concepts.
Demonstrate your ability to analyze problem trends and propose solutions to improve product quality and processes.

📝 Enhancement Note: A strong portfolio showcasing your technical problem-solving skills and experience in a global support environment will be essential for this role.

💵 Compensation & Benefits

Salary Range: PHP 600,000 - PHP 800,000 per year (Based on market research and industry standards for a Technical Support Escalation Engineer in Manila, Philippines)

Benefits:

Competitive salary and benefits package
Opportunities for professional growth and development
A dynamic and inclusive work environment
The chance to work for a global technology leader trusted by governments, institutions, and enterprises

Working Hours: 40 hours per week, with the possibility of on-call rotations to support the 24/7 global escalation team.

📝 Enhancement Note: Salary range is estimated based on market research and industry standards for a Technical Support Escalation Engineer in Manila, Philippines. Benefits may vary based on the company's standard benefits package.

🎯 Team & Company Context

🏢 Company Culture

Industry: Thales operates at the forefront of aerospace, space, cybersecurity, and digital identity, empowering critical decisions rooted in human intelligence. 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.

Company Size: Thales is a global organization with a significant presence in the Philippines, employing over 6,500 people worldwide. This role will be part of a global support team, offering opportunities for collaboration and growth.

Founded: Thales was founded in 1893 and has since grown into a global technology leader, trusted by governments, institutions, and enterprises to tackle their most demanding challenges.

Team Structure: The global support team consists of professionals in Engineering, Security, Product Management, and Product Support. The Escalation team works alongside these teams to resolve complex and challenging issues and drive the quality of Imperva products forward.

Development Methodology: Thales follows Agile methodologies, with a focus on continuous improvement, collaboration, and customer satisfaction. The Escalation team works closely with product development teams to ensure customer needs are met and products are of the highest quality.

Company Website: Thales Group

📝 Enhancement Note: Thales' global presence and commitment to innovation make it an attractive employer for technical professionals seeking growth and development opportunities.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior-level position within the technical support and escalation field. It requires a high level of technical expertise, strong problem-solving skills, and the ability to work effectively in a global matrix environment.

Reporting Structure: The Escalation Engineer will report directly to the Escalation Team Manager and work closely with various teams, including support, premium services sales, and other field teams.

Technical Impact: This role has a significant impact on product quality, customer satisfaction, and the overall success of the support organization. The Escalation Engineer's ability to resolve complex issues, identify trends, and propose solutions directly influences the performance of Imperva products and services.

Growth Opportunities:

Technical Growth: Develop expertise in Imperva products and related technologies, with opportunities to contribute to product development and improvement.
Leadership Growth: Demonstrate strong leadership skills and the ability to influence without authority, with potential opportunities to mentor junior team members or take on additional responsibilities.
Career Progression: Proven success in this role may lead to opportunities for career advancement within the support organization or other areas of the business.

📝 Enhancement Note: This role offers significant opportunities for technical and professional growth, as well as the chance to make a meaningful impact on product quality and customer satisfaction.

🌐 Work Environment

Office Type: Thales Philippines operates in a modern, collaborative office environment, with opportunities for remote work and flexible hours.

Office Location(s): Thales Philippines has offices in Makati City, with opportunities for remote work and on-site support as needed.

Workspace Context:

Collaboration: Thales fosters a collaborative work environment, with opportunities for cross-functional teamwork and knowledge sharing.
Tools & Resources: Thales provides access to the latest tools and resources, including cloud-based solutions, command line tools, and data analysis tools.
Flexibility: Thales offers flexible work arrangements, including remote work and flexible hours, to support work-life balance.

Work Schedule: This role requires a flexible work schedule, with the possibility of on-call rotations to support the 24/7 global escalation team. The standard workweek is 40 hours, with opportunities for overtime as needed.

📝 Enhancement Note: Thales' commitment to collaboration, flexibility, and work-life balance makes it an attractive employer for technical professionals seeking a supportive and engaging work environment.

📄 Application & Technical Interview Process

Interview Process:

Resume Review: Thales will review your resume to ensure your qualifications match the role's requirements.
Phone Screen: A brief phone or video call to discuss your experience, skills, and career goals.
Technical Assessment: A hands-on assessment or case study to evaluate your technical problem-solving skills and ability to analyze complex issues.
Final Interview: A final interview with the hiring manager and other team members to discuss your fit for the role and the team.

Portfolio Review Tips:

Highlight your experience resolving complex technical issues in a Cloud/SaaS environment.
Showcase your ability to analyze and troubleshoot problems, with a focus on HTTP-related products.
Demonstrate your experience working with global teams and collaborating with developers to resolve escalated issues.

Technical Challenge Preparation:

Brush up on your knowledge of the OSI Model, focusing on L2-L7.
Familiarize yourself with the HTTP protocol and HTTP-related products.
Prepare for hands-on assessments or case studies by practicing problem-solving and analytical skills.

ATS Keywords: (Organized by category)

Programming Languages: Python, Shell-scripting
Web Frameworks: Not applicable
Server Technologies: Cloud-based solutions, HTTP-related products
Databases: Not applicable
Tools: Grafana, Kibana, Coralogix, SQL, command line tools (curl, dig, openssl, traceroute, mtr)
Methodologies: Agile, matrix management
Soft Skills: Analytical skills, problem-solving skills, customer-facing skills, interpersonal skills, team player, influencing without authority
Industry Terms: Cloud/SaaS support, OSI Model, HTTP protocol, escalation process improvement, knowledge transfer

📝 Enhancement Note: Thales' interview process focuses on evaluating your technical problem-solving skills, analytical abilities, and cultural fit for the role and the team.

🛠 Technology Stack & Web Infrastructure

Cloud/SaaS Technologies:

Cloud-based solutions (e.g., AWS, Azure, Google Cloud)
HTTP-related products (e.g., web application firewalls, CDNs)

Command Line Tools:

curl
dig
openssl
traceroute
mtr

Data Analysis Tools:

Grafana
Kibana
Coralogix
SQL

📝 Enhancement Note: This role requires a strong understanding of Cloud/SaaS technologies, HTTP-related products, and data analysis tools to effectively resolve complex technical issues.

👥 Team Culture & Values

Thales Values:

Customer Focus: Thales is committed to understanding and meeting the needs of its customers, providing high-quality products and services that exceed expectations.
Innovation: Thales fosters a culture of innovation, encouraging creativity, and continuous learning to drive technological advancements.
Integrity: Thales upholds the highest ethical standards, acting with honesty, transparency, and accountability in all its operations.
Excellence: Thales strives for excellence in all its endeavors, continuously improving its products, services, and processes to deliver the best possible outcomes for its customers.

Collaboration Style:

Cross-functional Integration: Thales encourages collaboration and knowledge sharing across different teams and functions, fostering a culture of collective intelligence.
Code Review Culture: Thales follows best practices for code review and quality assurance to ensure the highest standards of product development.
Peer Programming: Thales encourages peer programming and pair work to promote knowledge sharing, skill development, and collective problem-solving.

📝 Enhancement Note: Thales' commitment to customer focus, innovation, integrity, and excellence creates a supportive and engaging work environment for technical professionals seeking to grow and develop their careers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Issue Resolution: Resolve complex technical issues requiring extensive analysis, troubleshooting, and escalation to product development.
Trend Analysis: Identify trends in problem reports and propose solutions to improve product quality, processes, and knowledge.
Escalation Process Improvement: Continuously improve the escalation process to enhance the quality of support and drive customer satisfaction.

Learning & Development Opportunities:

Technical Skill Development: Develop expertise in Imperva products and related technologies, with opportunities to contribute to product development and improvement.
Leadership Development: Demonstrate strong leadership skills and the ability to influence without authority, with potential opportunities to mentor junior team members or take on additional responsibilities.
Career Progression: Proven success in this role may lead to opportunities for career advancement within the support organization or other areas of the business.

📝 Enhancement Note: Thales offers significant opportunities for technical and professional growth, as well as the chance to make a meaningful impact on product quality and customer satisfaction.

💡 Interview Preparation

Technical Questions:

OSI Model: Explain the OSI Model and its relevance to resolving complex technical issues in a Cloud/SaaS environment.
HTTP Protocol: Describe the HTTP protocol and its role in web application firewalls and CDNs.
Problem-Solving: Walk through a complex technical issue you've resolved in the past, explaining your approach to analysis, troubleshooting, and resolution.
Trend Analysis: Discuss your experience analyzing problem trends and proposing solutions to improve product quality and processes.

Company & Culture Questions:

Thales Values: Explain how you align with Thales' values of customer focus, innovation, integrity, and excellence.
Teamwork: Describe your experience working in a global matrix environment and how you've collaborated with diverse teams to achieve shared goals.
Adaptability: Explain how you've adapted to changes in technology, processes, or customer needs in previous roles.

Portfolio Presentation Strategy:

Storytelling: Use storytelling techniques to engage the interview panel and bring your portfolio examples to life.
Technical Depth: Demonstrate a deep understanding of the technical aspects of your portfolio projects, with a focus on HTTP-related products and data analysis tools.
Customer Impact: Highlight the impact of your portfolio projects on customer satisfaction, product quality, and business outcomes.

📝 Enhancement Note: Thales' interview process focuses on evaluating your technical problem-solving skills, analytical abilities, and cultural fit for the role and the team.

📌 Application Steps

To apply for this Technical Support Escalation Engineer position at Thales:

Submit your application through the application link provided.
Customize your resume and portfolio to highlight your experience resolving complex technical issues in a Cloud/SaaS environment, with a focus on HTTP-related products and data analysis tools.
Prepare for the technical assessment by brushing up on your knowledge of the OSI Model, HTTP protocol, and problem-solving skills.
Research Thales' values, culture, and products to demonstrate your fit for the role and the team.

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

Technical Support Escalation Engineer