Product Support Specialist - Data Security
Hybrid · Vancouver, British Columbia, Canada
Job Summary
Product Support Specialist for data security in a hybrid Vancouver role. Responsibilities include diagnosing complex customer problems, troubleshooting Thales CSP products, advising customers on solutions, reproducing issues, coordinating with product and engineering teams, guiding customers through fixes, and documenting issues. Key skills include Linux/RHEL, Active Directory/LDAP, networking (TCP/IP, routing, DNS, VPN, firewalls), virtualization (VMware), databases (MongoDB, MySQL, Oracle, MSSQL, PostgreSQL) with strong SQL, scripting (Bash/Python/Shell), cloud (AWS/Azure/GCP), and experience in data security, auditing, and compliance. The position requires a bachelor’s or associate’s degree (or equivalent hands-on experience), 2+ years in a technical support or product support role, and strong customer-facing communication. Therapeutic collaboration with global teams and vendors is expected, along with supporting hotfixes and patches to resolve customer issues.
Required Qualifications
- Bachelor’s or associate’s degree in engineering, Computer Science, or another relevant field of study, or equivalent hands-on experience
- Strong understanding of Linux / RHEL
- Experience with Active Directory and LDAP-based directories
- Ability to analyze packet captures/sniffer traces and troubleshoot routing, firewall, and connectivity issues
- Strong networking knowledge including TCP/IP, routing protocols such as OSPF and RIP, DNS, VPNs, and firewall concepts
- Experience with virtual environments such as VMware or equivalent technologies
- Hands-on experience with databases including MongoDB, MySQL, Oracle, MSSQL, or PostgreSQL, with strong SQL knowledge
- Experience supporting data security, database activity monitoring, and audit/compliance solutions
- Knowledge of Microsoft technologies such as Exchange, SharePoint, Active Directory, and Windows Server is an advantage
- Experience with scripting and automation using Bash, Python, Shell, or similar tools
- Ability to troubleshoot complex issues across application, database, network, and infrastructure layers
- Strong customer-facing communication skills with the ability to provide creative solutions and help customers and partners succeed
- Experience working with cloud environments such as AWS, Azure, or GCP is an advantage
- 2 or more years of experience in technical support, product support, or technical account management role supporting security, database, or enterprise software products
- Prior experience supporting database security or similar monitoring and compliance platforms is highly preferred
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