Escalation Engineer

2 weeks ago


Singapur, Singapore Imperva Full time
Escalation Engineer Responsibilities:
  • Work on high and critical issues escalated by the Product Support team
  • Engage with Support and R&D teams to manage communication
  • Explain complex situations to customers in a simple manner
Required Skills:
  • Expertise in Imperva solutions or similar products in WAF and DB environments
  • Strong troubleshooting skills and understanding of design vs implementation
  • Minimum 6 years of experience with Bachelor's degree, or equivalent
Technical Knowledge:
  • Advanced Networking knowledge (TCP/IP, HTTP, DNS, HTTPS/SSL/TLS, load balancing)
  • Experience with Wireshark/TCP-dumps and Debugging tools
  • Knowledge of SQL protocol and databases
  • Experience with OS like Unix, Linux, and Windows
  • Programming skills in Python/Bash, scripting languages, Regex
  • Public cloud deployment experience
  • Security Knowledge including firewalls, CVEs, and best practices
  • Experience with Jira or similar platforms
  • Understanding of RFC and standards
Job Complexity:
  • Prepare escalations for R&D review
  • Work on complex scenarios requiring in-depth evaluation
  • Prioritize tasks based on severity and impact
  • Collaborate with teams to resolve issues
Personal Skills & Attributes:
  • English proficiency
  • Confidence
  • Interpersonal skills
  • Problem-solving abilities
  • Building customer relationships
  • Project management skills
  • Strategic insights
  • Technology Expertise
Roles and Responsibilities:
  • Product Design/Improvement/Support
  • Participate in Product Development meetings
  • Data analysis and support tool submission
  • Support Knowledge Management
  • Provide updates via Emails/Knowledgebase articles
  • Training for internal teams
  • Consultation for other teams/Sales
  • Create support tools/scripts
  • Ongoing Support and bug follow-ups
  • Assist team members with their cases
  • Participate in Product Development meetings

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