Technical Account Manager

Location: Vancouver – Pender St, Canada

Thales 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 billons 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.

Position Summary

As a Technical Account Manager, you will work with our key enterprise customers that use both Imperva Cloud WAF and SecureSphere on-premise product suites to drive implementation of our products and services to help extract a greater return on investment. This role includes responsibility for onboarding and support
activities using best practices for deployment; support & troubleshooting; enhancing service adoption and integration as well as helping customers to mature their deployments.
As a Technical Account Manager, you will create and maintain long-term relationships with Thales strategic customers, manage complex implementation and onboarding projects. Manage consulting assignments and technical escalations, as well work closely with HQ teams for our Imperva Cloud WAF and SecureSphere
products (Dev, QA, Security, Sr. Management) to get issues resolved. You will become a technical authority of Imperva Cloud WAF and SecureSphere WAF technologies, while constantly improving best practices for solutions and services: DDoS protection – infrastructure, DNS and cloud-based application services, Website security, API security, CDN, Load Balancing, and SIEM integrations.

Key Areas of Responsibility

Support the Imperva CWAF and On-premise security product deployments for assigned accounts.
• Act as a primary, single point-of-contact for assigned accounts.
• Keep customer teams up to date via ongoing status about onboarding, configuration, and tuning efforts,
cases, feature requests (RFEs) and current news from the field on the latest security trends and
developments as well as product release notes.
• Perform quarterly systems health checks and service reviews.
• Become a champion by accelerating case closures or increasing visibility on pain points with their
deployments. Work with customers, partners, customer account teams and other internal Thales teams to
reach timely resolutions.
• Create and deepen customer relationships by performing on-site customer visits.
• Analyze customer data such as case trends, traffic, alert and attack information to make solid
recommendations for improving systems health and overall security posture.
• Assessing the customer’s technical environment and requirements while managing expectations and
following through on solutions or consulting on deployments.

Minimum Requirements

Minimum 5 years’ experience in a Technical Support (tier 2-3) role.
• Documented experience as Technical Account Manager, or Pre/Post Sales background within the
web/network/information security industries.
• Minimum of 5 years’ experience working with Cloud, Security or Network related products.
• Proven ability to manage complex implementation and onboarding projects, consulting assignments, and
technical escalations related to DDoS protection, including infrastructure, DNS and application
services, Website security, API security, CDN, and Load Balancing.
• Demonstrated experience in working with Internet Security and Networking Technologies such as TCP/IP,
HTTP, Load balancers, Proxies and Firewalls as well as experience with structuring and running SQL
Queries and preferably knowledge in Databases such as MySQL, MariaDB, Oracle, MSSQL or others.
• Demonstrated ability to evaluate business needs, network infrastructure, web application architecture,
security requirements, and DNS configurations of clients to deliver appropriate integration solutions.

The anticipated TTC range for this role is $75,050 – 125,000 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.

If 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.

Why Join Us?

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Thales 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.