Position Summary

This position is for a Support Specialist.  As a Support Special they will play an integral part of our Global Support Team, working alongside their peers in Support, Engineering, and Sales Security Engineering (SE). The successful applicant will gain an understanding of the Imperva product line technology, while working to ensure quality experience by Imperva customers when they interact with Product Support. This position provides an introduction in the Product Support position while offering the opportunity to grow within the Support organization.   

Essential Functions

• Manage customer cases by ensuring the proper priority is assigned, customer 
• information is accurate, and cases are assigned in order to meet the Imperva SLA.
• Provide customers with timely updates and responses while completing their request.
• Handle Tier 1 cases 
• Collaborate with Product Support Engineers as needed
• Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc.

Minimum Requirements

• 2 years’ experience in case handling and management
• B.S. in Engineering/Computer Science or equivalent experience in a technical field an advantage
• Knowledge of Networking Protocols TCP, IP, ISO layers 3, 4 and 7
• Understanding of HTTP, SSL, and databases is an advantage
• Must be customer-obsessed
• Good written and verbal customer-centric communication skills (English required)
• Self-motivated and able to work independently while still contributing to the team’s success
• Multitasking-capabilities a must
• Detail-oriented with the ability to track work progress

Preferred Qualifications

• Prior experience in a technical support, customer support, or SaaS/security technology environment.
• Familiarity with web application security, cloud services, networking, or infrastructure support concepts.
• Experience using customer support or case management tools such as Salesforce, ServiceNow, Jira, or similar platforms.
• Ability to troubleshoot technical issues, document findings clearly, and escalate appropriately when additional expertise is required.
• Strong customer-facing communication skills with the ability to explain technical information clearly and professionally.
• Demonstrated ability to collaborate across Support, Engineering, Sales Engineering, and other internal teams to support customer outcomes.

Applicants must be legally authorized to work in the United States for any employer at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future.

The anticipated TTC range for this role is 63,966.13 - 85,652.00 - 117,263.00 USD 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! . You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

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