Product Support Engineer
Imperva
- Singapore
- Permanent
- Full-time
- Handling level 2/ level 3 technical support cases, working directly with Imperva customers, partners, Sales Engineers, Professional Services, Customer Success Managers and other parts of the organization.
- Must be an SME (Subject Matter Expert) on an Imperva product, create training content and deliver quarterly enablement session to the team.
- Troubleshooting of complex issues such as performance problems, system crashes, packet inspections and in-depth log analysis.
- Find both workaround and provide best solution for customer with good judgment in selecting methods, techniques. Have the ability to prioritize based on facts and problem severity and / or business impact.
- Responding to customers with respect to the organization’s SLAs via email/phone.
- Be available on the Support hotline and answer any new/existing ticket calls from customers.
- Schedule remote sessions with customers when required for live troubleshooting, depending on the nature and sensitivity of the issue.
- Escalating customer’s technical product issues to the Imperva backline escalations teams 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.
- Minimum 8 years of technical support experience working with networking technologies, network security, operating systems (such as Linux/UNIX) and protocols like HTTP and SSL.
- Excellent Customer Support skills coupled with a Bachelor’s Degree in a related field or equivalent experience.
- Deep understanding in Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls as well as experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2).
- Prior experience with Linux and other Unix operating systems.
- Working knowledge with networking/browser developer tools such as wireshark, tcpdump. Openssl, burp, fiddler, postman and curl.
- Understand cloud provider ecosystems such as AWS, Azure and GCP.
- 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.
- Ability to adapt to new features, technologies and new processes that are integrated within the organization.
- Knowledge of a scripting language such as Perl, Python, Shell
- Experience in Software Development or QA of Network/Security/Database products
- Experience with different CRM systems – Salesforce, Jira
- Must (at least two): CCNA, CCNP, CISSP, CISA, CISM, CEH, ITIL, Linux, MCITP, AWS/Azure/GCP, Any DB-related certification, Any Scripting language certification