{"id":1192386,"url":"https://alion.io/job/thales-group-product-support-specialist-2","title":"Product Support Specialist","company":{"id":143,"name":"Thales Group","domain":"thalesgroup.com","url":"https://alion.io/company/thales","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":265,"ghost_share":0.015,"stale_share":0.638,"repost_share":0.015,"time_to_fill_p50_days":49,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vancouver, Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":78800,"max":105067,"currency":"CAD","period":"year","gross":null,"usd_annual":74484},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Db2","optional":false},{"name":"Linux","optional":false},{"name":"MS SQL","optional":false},{"name":"MySQL","optional":false},{"name":"Oracle","optional":false},{"name":"TCP/IP","optional":false},{"name":"Unix","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Perl","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-09-24T17:13:56Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-11-02T15:56:47Z","board_verified":true,"closed_at":null,"days_open":38,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":38},"description":"Location: Vancouver - Burrard St, CanadaThales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.Remote - BC\nPosition Summary\nThis position is for a Product Support Specialistwho 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.\nEssential Functions\nHandling level 2-3 support cases, working directly with Imperva customers, partners and Sales Engineers.\nEscalating customer’s technical product issues to the Imperva Engineering department and working with them to achieve a resolution.\nAnalyzing Support case trends and customer requirements while working with the Product Teams to help enhance the product.\nAssessing the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments.\nMentor Level 1 Engineers; consult on their cases and assist with escalation issues.\nBe proactive with all the latest technologies concerning Imperva’s products and the underlying technologies and disseminate this knowledge to the other engineers.\nContribute to the Imperva knowledge base, writing guides, technical how-to articles, etc.\nThis role will need to be able to cover the Sunday to Thursday shift specifically.\nMinimum Requirements\nMinimum 5 years of high-level Technical Support experience with an additional 2 years of experience working with Security or network-related products.\nExcellent Customer Support skills coupled with a BSCS Degree or equivalent experience.\nSolid experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls.\nPrior experience with Linux and other Unix operating systems.\nHighly motivated with the ability to work independently and in a team environment.\nWell-organized with the ability to multi-task and prioritize with minimal supervision.\nExcellent problem-solving skills with a strong sense of customer commitment.\nExcellent communication (written and verbal) and interpersonal skills.\nAbility to understand and communicate concepts quickly, succinctly and accurately.\nDemonstrated aptitude for mastering new software applications.\nExperience with Relational Databases ( MsSQL, Oracle, MySQL, DB2).\nPreferred Qualifications\nExperience with a cloud-based solution, preferably in the Application security sector\nExperience with implementing and support of AWS and/or an Azure environment\nStrong English communication skills - written and verbal\nKnowledge of a scripting language such as Perl, Python, Shell\nExperience in Software Development or QA or Network/Security/Database product\nThe anticipated TTC range for this role is 78,800.25 - 105,067.00 CAD 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.\nIf you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.\nWhy Join Us?\nSay HI and learn more about working at Thales click here\nThales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:\nCompany paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.\nRetirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.\nCompany paid holidays, vacation days, and paid sick leave.\nVoluntary Life, AD&D, Critical Illness, Long-Term Disability.\nEmployee Discounts on home, auto, and gym membership.\nThales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.","description_format":"text","description_chars":5075,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":true}]},"benefits":["Gym membership","Retirement plans"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Satellite Communications","Satellite Manufacturing","Electronic Warfare","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-14T02:00:51Z"}],"visa":[],"liveness":{"score":44,"band":"fade","label":"Fading","p_open":1,"p_active":0.583,"p_room":0.75,"age_days":38,"expected_fill_days":49,"reasons":["conf:0","stale_co","velocity","win:late","comp:brand"],"computed_at":"2026-11-02T06:13:15Z"},"pay":{"stated_usd_annual":74484,"is_top_pay":false},"html_url":"https://alion.io/job/thales-group-product-support-specialist-2","json_url":"https://alion.io/job/thales-group-product-support-specialist-2.json","meta":{"generated_at":"2026-11-02T16:46:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23389,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":143},"rest":"https://alion.io/mcp/rest/get_company?id=143"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthales-group-product-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthales-group-product-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthales-group-product-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/thales-group-product-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthales-group-product-support-specialist-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1192386}},{"tool":"search_jobs","arguments":{"company":"thalesgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1192386},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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