Cybersecurity Escalation Engineer

Location: MAKATI, Philippines

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

In the Philippines, Thales has been a trusted partner for over 20 years, supporting key customers across civil aviation, defence, and digital identity and security sectors. From banking and telecommunications to government services, Thales continues to provide solutions in technological advancements that bolster national security and enhance local defence capabilities.

As a Cybersecurity Escalation Engineer, you will provide the top tier of the support , working alongside our exceptional global teams of professionals in Engineering, Security, Product Management, and Product Support. 

You will join our 24*7 global Escalation team and will be responsible for analyzing and resolving complex and challenging issues and driving the quality of Imperva products forward.

The role:

• Lead problem resolution requiring extensive analysis, troubleshooting, and escalation to product development
• Work with Imperva’s developers on solutions to problems escalated from the Imperva support teams globally
• Prioritize issues handling and bug fixes
• Take part in shaping new features and products and represent the voice of the customer
• Proactive prevention of support issues by analyzing problem trends and making recommendations to improve product quality, processes, and knowledge
• Knowledge transfer to support teams
• Identify tools gaps, enhance needs, and propose solutions
• Identify, propose, and enforce escalation process improvements
• Assist different teams including support, premium services sales and other teams in the field

Qualifications:

• At least 5 years of experience and relevant background in supporting Cloud/SaaS based solutions
• 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 both to a non-technical audience and technical engineers
• Ability to work with several interfaces in parallel and matrix management skills
• Team player
• High level of interpersonal skills
• Proven ability to influence without authority and drive results

 Advantages:

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

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.