产品支持专员
Product Support Specialist
地点：加拿大温哥华 - 巴拉德街
Thales 人员构建身份管理和数据保护解决方案，位于数字安全的核心。企业和政府依赖我们为他们与人们的数十亿次数字互动带来信任。我们的技术和服务帮助银行交换资金，人们跨越国界，能源变得更智能等等。超过 30,000 家组织已经依赖我们来验证人和事物的身份，授予对数字服务的访问权限，分析大量信息并加密数据，使连接的世界更安全。
远程 - 不列颠哥伦比亚省
**职位概述**
该职位是产品支持专家，负责处理二级和三级支持电话，并与产品支持、工程、测试、销售安全工程和合作伙伴紧密合作，解决 Imperva 客户的技术问题。
**核心职责**
- 处理二级至三级支持案例，直接与 Imperva 客户、合作伙伴和销售工程师合作。
- 将客户的技朮产品问题升级到 Imperva 工程部门，并与他们合作解决问题。
- 分析支持案例趋势和客户需求，与产品团队合作以提升产品。
- 评估客户的技朮环境和需求，管理期望并跟进解决方案或提供部署咨询。
- 指导一级工程师；对其案例进行咨询并协助处理升级问题。
- 主动了解与 Imperva 产品及底层技术相关的最新技术，并将这些知识传达给其他工程师。
- 为 Imperva 知识库做出贡献，编写指南、技术操作文章等。
- 该职位需要能够覆盖周日至周四的班次。
**最低要求**
- 至少 5 年高级技术支持经验，另需 2 年以上在安全或网络相关产品的经验。
- 优秀的客户服务技能，同时具备计算机科学学士学位或同等经验。
- 在互联网安全和网络技术方面有扎实的经验，如 TCP/IP、HTTP、负载均衡器、代理和防火墙。
- 具备 Linux 和其他 Unix 操作系统的使用经验。
- 高度积极主动，能够独立工作并在团队环境中协作。
- 有条理，能够多任务处理并优先处理任务
查看英文原文
Location: Vancouver - Burrard St, Canada
Thales 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 billions 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.
Remote - BC
**Position Summary**
This position is for a Product Support Specialist who will be responsible handling Level-2 and 3 support calls, and working closely with Product Support, Engineering, QA, Sales Security Engineering, and Partners to resolve technical issues for Imperva customers.
**Essential Functions**
- Handling level 2-3 support cases, working directly with Imperva customers, partners and Sales Engineers.
- Escalating customer’s technical product issues to the Imperva Engineering department and working with them to achieve a resolution.
- Analyzing Support case trends and customer requirements while working with the Product Teams to help enhance the product.
- Assessing the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments.
- Mentor Level 1 Engineers; consult on their cases and assist with escalation issues.
- Be proactive with all the latest technologies concerning Imperva’s products and the underlying technologies and disseminate this knowledge to the other engineers.
- Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc.
- This role will need to be able to cover the Sunday to Thursday shift specifically.
**Minimum Requirements**
- Minimum 5 years of high-level Technical Support experience with an additional 2 years of experience working with Security or network-related products.
- Excellent Customer Support skills coupled with a BSCS Degree or equivalent experience.
- Solid experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls.
- Prior experience with Linux and other Unix operating systems.
- Highly motivated with the ability to work independently and in a team environment.
- Well-organized with the ability 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.
- Experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2).
**Preferred Qualifications**
- Experience with a cloud-based solution, preferably in the Application security sector
- Experience with implementing and support of 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 product
The anticipated TTC range for this role is 78,800.25 - 105,067.00 CAD Annual **.** The Company reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.
If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! [https://careers.thalesgroup.com/global/en/jointalentcommunity](https://careers.thalesgroup.com/global/en/jointalentcommunity). You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.
**Why Join Us?**
Say HI and learn more about working at Thales [_click here_](https://youtu.be/9aMF4NMhEJo)
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Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:
• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.
• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
• Company paid holidays, vacation days, and paid sick leave.
• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
• Employee Discounts on home, auto, and gym membership.
Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.