Cloud Support Engineer

November 5

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Aerospace • Defence • Security • Space • Cybersecurity

10,000+

Description

• 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. • 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.

Requirements

• Minimum 3 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 and experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2). • Prior experience with Linux and other Unix operating systems. • Demonstrated aptitude for mastering new software applications. • Advanced English Proficiency.