Designated Support Engineer (Engineering)
Location: Plano - Granite Parkway, United States of AmericaThales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.
Position Summary
This position is for a senior-level support engineer who will work closely with Imperva customers to resolve active issues and proactively work to avoid issues. The DSE will be the primary support contact for customers that have been assigned to them.
Hybrid - Plano, TX or Austin, TX
Key Areas of Responsibility
Supporting a limited number of customers, the DSE is able to maintain regular communication and collaboration with stakeholders and develop intimate knowledge of all aspects of the technical and business environment. With the continuous engagement that this level of partnership provides, the DSE shortens troubleshooting and dramatically accelerates time to resolution. As an advanced technical resource, the DSE is able to directly investigate and resolve issues, while also acting as a focal point for support interactions by driving escalation and coordinating with other resources when necessary.
With the sole objective of making sure deployed solutions are successful, the DSE protects your investment and ensures your satisfaction. Each issue managed and tracked in Imperva's case management system follows your change control requirements and the DSE provides regular, proactive updates that enable the customer to effectively manage product configuration and software maintenance.
The DSE provides weekly status reports and live reviews that summarize outstanding issues and ongoing initiatives. Additionally, the DSE delivers formal quarterly reviews for stakeholders and leaders to outline deployment status, recommendations, enhancement requests, and strategic planning.
Minimum Qualifications
Earned a BS degree in a technology related field and 3 years as a senior or escalation engineer, or 6 years of equivalent experience.
Has demonstrated proficiency as an escalation or lead engineer.
Hands-on experience with Linux, Windows, and Unix OS.
Proven track record in troubleshooting highly complex situations involving TCP/IP, HTTP(S), and SSL.
Accomplished at writing and executing scripts.
Established experience using TCPdump, Wireshark, and other diagnostic tools.
Experience in Public Cloud deployments such as AWS and Azure.
The anticipated annual base salary range for this position is US $85,000– $115,000. The salary offered will be determined based on the candidate's experience, knowledge, skills, other qualifications, and location.
If you're excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!
What We Offer
Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:
Elective Health and Dental plans.
Retirement Savings Plan with a company contribution and a match, and without vesting period.
Company paid holidays, vacation days, and paid sick leave.
Company provided Life Insurance.
Why Join Us?
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Successful applicant must comply with federal contractor vaccine mandate requirements.
Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.
Salary Minimum: 104550Salary Maximum: 104550