Job description
Thales is seeking a skilled Product Support Engineer to join our Cloud Web Application Firewall (WAF) cybersecurity team. Based in Makati City, this role supports end-user customers globally, helping protect web applications from evolving threats. You will be part of an agile, customer-focused Global Support Team responsible for ensuring the reliability, performance and security of our Cloud WAF solutions.
As a Product Support Engineer, you will be the technical bridge between customers, sales engineers, and product/engineering teams. You will diagnose complex security incidents, reproduce issues in controlled environments, craft effective remediation guidance, and deliver clear, customer-ready communications. The ideal candidate is passionate about security, data privacy, and delivering exceptional customer experiences in a fast-paced, global environment.
At Thales, you will have the opportunity to grow your cybersecurity expertise, collaborate with cross-functional teams, and contribute to protecting organizations across industries from real-world threats. If you thrive in a fast-moving, service-oriented environment and want to make a meaningful impact, this role is for you.
Responsibility
- Provide expert, hands-on support for Cloud WAF solutions, addressing complex security incidents reported by end users.
- Reproduce, triage, and troubleshoot issues using logs, traffic captures, and performance metrics; escalate to Engineering when needed.
- Collaborate with Product Management and Security Engineering to drive bug fixes, features, and product improvements based on customer feedback.
- Develop, maintain, and share knowledge base articles, runbooks, and best-practice documentation for rapid resolution and onboarding.
- Perform proactive health checks, tuning, and security recommendations to optimize WAF performance and threat protection.
- Assist with customer onboarding, configuration validation, and security posture assessments; deliver product trainings and workshops.
- Coordinate cross-functionally across regions to meet service levels and ensure timely customer updates.
- Prepare thorough post-incident reports, root-cause analyses, and customer-friendly communications.
Qualification
- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent professional experience.
- 3+ years in technical support, cybersecurity, or network security with hands-on experience in WAF/cloud security platforms.
- Strong knowledge of cloud platforms (AWS/Azure/GCP) and WAF concepts; familiarity with Imperva Cloud WAF is a plus.
- Proficiency in analyzing logs, threat events, and performance metrics using tools such as Splunk, ELK, CloudWatch, or similar.
- Experience with scripting (Python, Bash) and automation to streamline tasks and incident response.
- Excellent communication skills with the ability to translate technical details for non-technical stakeholders.
- Relevant certifications (e.g., CCNA/CCNP Security, CompTIA Security+, CSSLP, CEH) are preferred.
- Willingness to work in a global support environment and participate in on-call rotations as needed.