• Provide comprehensive technical support to the regional sales team and customers to ensure optimal utilization of Procelys products • Analyze technical feedback and customer data to drive product development, improve existing offerings, and strengthen our competitive positioning • Train and support the sales team on Procelys product applications, performance, and technical selling points • Conduct application troubleshooting to identify and resolve product performance issues, working cross-functionally to provide recommendations • Build long-term relationships with R&D, technical, and production teams at major customers, serving as the central technical liaison to launch and closely monitor strategic cross-functional collaborations • Monitor industry innovations and technological trends to identify new opportunities for the business • Maintain deep expertise in relevant scientific fields and biotechnology methods, providing quarterly updates to management • Participate in regional technical events to stay informed on industry developments and share Procelys' expertise

• Provide top-notch customer support for Cint platform users. • Investigate and resolve customer issues in a professional and timely fashion. • Create and review technical documentation. • Understand client requirements and translate those needs into actionable tickets. • Classify submitted bugs and issues by the severity of their impact. • Debug API integrations. • Coach clients on adopting key features to help them meet their goals.

Location: Texas, United States of America 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. This is for a Remote role in Texas. Position Summary This position is for a tier-1 support engineer 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. Key Areas of Responsibility · Handling level 2-3 support cases, working directly with Imperva customers, partners and Sales Engineers. · Escalating customer’s technical product issues to the Imperva Engineering department and working with them to achieve a resolution. · Analyzing Support case trends and customer requirements while working with the Product Teams to help enhance the product. · Assessing the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments. · Mentor Level 1 Engineers; consult on their cases and assist with escalation issues. · Be proactive with all the latest technologies concerning Imperva’s products and the underlying technologies and disseminate this knowledge to the other engineers. · Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc. · This role will need to be able to cover the Sunday to Thursday shift specifically. Basic Qualifications · Minimum 5 years of high-level Technical Support experience with an additional 2 years of experience working with Security or network-related products. · Excellent Customer Support skills coupled with a BSCS Degree or equivalent experience. · Solid experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls. · Highly motivated with the ability to work independently and in a team environment. · Well-organized with the ability to multi-task and prioritize with minimal supervision. · Excellent problem-solving skills with a strong sense of customer commitment. · Excellent communication (written and verbal) and interpersonal skills. · Ability to understand and communicate concepts quickly, succinctly and accurately. · Demonstrated aptitude for mastering new software applications. Preferred Qualifications · Experience with a cloud-based solution, preferably in the Application security sector · Experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2). Prior experience with Linux and other Unix operating systems. · Experience with implementing and support of AWS and/or an Azure environment · Strong English communication skills - written and verbal · Knowledge of a scripting language such as Perl, Python, Shell · Experience in Software Development or QA or Network/Security/Database product Special Position Requirements Work Schedule: Core Business Hours Monday-Friday, etc. Cover the Sunday to Thursday shift What We Offer - Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following: - Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program. - Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period. - Company paid holidays, vacation days, and paid sick leave. - Voluntary Life, AD&D, Critical Illness, Long-Term Disability. - Employee Discounts on home, auto, and gym membership. Why Join Us? Say HI and learn more about working at Thales click here. #LI-Remote #LI-WM1 The reference Total Target Compensation(TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between Total Target Cash (TTC) 122,360.00 – 152,950.00 CAD Annual. This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law. We use artificial intelligence–enabled tools as part of our recruitment process to support activities such as candidate discovery, résumé matching, and interview scheduling. These tools may help screen and assess applications and recommend potential matches based on the requirements within the job description. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters. Artificial intelligence does not make hiring decisions on our behalf. This position will require successfully completing a post-offer background check. Qualified candidates with criminal history will be considered and are not automatically disqualified, consistent with applicable federal law, state law (the California Fair Chance Act), and local ordinances (San Francisco Fair Chance Ordinance, City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and Los Angeles County’s Fair Chance Ordinance for Employers). We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com. The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between Total Target Cash (TTC) 84,535.00 - 152,950.00 USD Annual This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law. (For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point) Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following: •Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance •Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period •Company paid holidays and Paid Time Off •Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program

• Resolve complex technical issues across production and non-production environments • Own and troubleshoot customer cases from a global support queue • Provide clear, timely updates and proactively manage customer expectations • Collaborate cross-functionally to deliver high-quality, seamless customer experiences • Apply Knowledge-Centred Support (KCS) methodology to document solutions • Author, publish, and continuously improve knowledge base articles • Communicate complex technical concepts clearly to both technical and non-technical stakeholders • Participate in product testing, including new releases • Contribute to improving customer-facing documentation (Wiki & Zendesk) • Effectively manage workload and priorities in alignment with team objectives • Continuously expand your expertise across the Trustonic SaaS platform