Product Support Engineer Intern

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.

Cyber Security is a big deal. It's in the news, growing rapidly, a critical tool for every company, and our specialty.

Imperva (a Thales Company) is a leading provider of data and application security solutions that protect business-critical information in the cloud and on-premises. Our customers include leading enterprises, government organizations, SMBs, and service providers who rely on Imperva solutions to securely deliver their websites and applications.

As a Product Support Engineer Intern, you will gain hands-on experience supporting enterprise cybersecurity products and technologies. You will work alongside experienced support engineers to assist customers, troubleshoot technical issues, and learn about web application security, networking, cloud technologies, and customer support operations.

This role is based in Makati, Metro Manila.

Responsibilities:

• Assist the Technical Support team with case administration and support operations activities.
• Support Level 1/Level 2 case handling activities under the guidance of senior engineers.
• Participate in issue analysis/troubleshooting and internal technical discussions.
• Learn and apply networking, security, Linux, and web application concepts in support cases.
• Assist in reproducing customer issues in lab environments.
• Help maintain and improve the internal knowledge base, technical documentation, and troubleshooting guides.
• Collaborate with cross-functional teams including Engineering, Professional Services, Customer Success, and Sales Engineering.
• Support case trend analysis and contribute findings to improve customer experience.
• Stay current with emerging cybersecurity and cloud technologies through self-learning and team training sessions.

Requirements:

• Currently pursuing a Diploma or Bachelor's Degree in Computer Science, Information Technology, Cybersecurity, Computer Engineering, or a related field.
• Fundamental understanding of networking concepts including TCP/IP, DNS, HTTP/HTTPS, and SSL/TLS.
• Basic knowledge of Linux or UNIX operating systems.
• Familiarity with web technologies and internet-based applications.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work effectively both independently and within a team environment.
• Eagerness to learn new technologies and adapt to changing environments.
• Strong attention to detail and organizational skills.
• Customer-focused mindset with a willingness to assist and learn from experienced engineers.

Preferred Skills:

• Exposure to cybersecurity concepts such as web application security, firewalls, or network security.
• Basic experience with troubleshooting tools such as Wireshark, tcpdump, Postman, curl, browser developer tools, or OpenSSL.
• Familiarity with cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform (GCP).
• Basic scripting knowledge in Python, Shell, PowerShell, or similar languages.
• Experience gained through academic projects, labs, hackathons, or personal technical projects.
• Understanding of databases and SQL fundamentals.
• Relevant entry-level certifications (optional), such as CCNA (or studies in progress), AWS Cloud Practitioner, Azure Fundamentals (AZ-900), Google Cloud Digital Leader, Security+, Linux Essentials

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.