> Markdown version of [/jobs/ext/738424-sr-product-support-engineer](https://www.wearedevelopers.com/jobs/ext/738424-sr-product-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Sr. Product Support Engineer - **Company:** Thales Transport & Security, Inc. - **Location:** Houston, TX, United States (Remote available) - **Experience:** Expert - **Salary:** $84,535.0 - $152,950.0 - **Contract:** Permanent contract - **Skills:** Amazon Web Services, Proxy Servers, Software Applications, Microsoft Azure, Bash Shell, Unix, Cloud Computing, Databases, IBM DB2, Relational Databases, Linux, Perl (Programming Language), Hypertext Transfer Protocols (HTTP), Internet Security, Python (Programming Language), Microsoft SQL Server, MySQL, Oracle (Applications), Software Engineering, TCP/IP, Scripting, Load Balancing, Computer Network Technologies, Software Security, Firewalls (Computer Science) - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=efdc3fa87193c88d ## About the Role * 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 and experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2). * 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. 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 communications skills - written and verbal * Knowledge of a scripting language such as Perl, Python, Shell * Experience in Software Development or QA of Network/Security/Database products 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. ## Description This position is for Senior Product Support Engineer 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. The senior engineer is also responsible for mentoring and training the junior support engineers., * Handling level 2-3 support cases, working directly with Thales customers, partners and Sales Engineers. * Escalating customer's technical product issues to the Thales 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 Thales knowledge base, writing guides, technical how-to articles, etc. ## Related Videos - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [MySQL Protocol Features You Should Be Aware Of](https://www.wearedevelopers.com/videos/100267-mysql-protocol-features-you-should-be-aware-of) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [WeAreDevelopers LIVE - Node and Package Security](https://www.wearedevelopers.com/videos/2138-wearedevelopers-live-node-and-package-security) - [Coding for Good: Achieving social change with an app](https://www.wearedevelopers.com/videos/1645-coding-for-good-achieving-social-change-with-an-app) - [Hacking MSSQL on Cloud. 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