Escalation Engineer

3 months ago


Singapore IMPERVA SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

Responsibilities:

  • Daily handling of escalation tickets
  • Bugs follow-ups with R&D
  • Consultation and assistance to team members about their cases (issues)
  • Participate in Product Development meetings and push forward supportability tools and capabilities
  • Product Design / Improvement / Supportability
  • Product Development meetings attendance - sprint planning, delivery meetings, Product design meetings
  • Data mining – Product Development queries, tickets analysis, etc.
  • Submit new required support tools for various customer success teams
  • Fasttrack/support tools mapping
  • Product SMEs (Subject Matter Experts) for major features
  • Providing supportability updates via Emails / Knowledgebase articles
  • Training for internal teams
  • Consultation for other teams / Product Development/ Technical Account Managers / Managed Services /Sales.
  • Tools creation (scripts)

Requirements:

  • Degree in Computer / Network / Software Engineering or equivalent
  • Experienced in preparing escalations for R&D review / working with R&D to resolve issues / reproducing customer issues / applying and testing hotfixes / using debug commands and tools to isolate issues
  • Networking knowledge in Internet environment (TCP/IP, HTTP, DNS, HTTPS/SSL/TLS, Layer2 thru Layer7, load balancing, proxies)
  • Experienced with analyzing Wireshark/TCP-dumps and Debugging tools such as Burp/Fiddler/Postman
  • Good knowledge of SQL protocol and databases
  • Solid/Admin level Experience with different OS, Unix, Linux, and Windows
  • Working Knowledge in programming or ability to read/write pseudo code, as well as scripting languages - Python/Bash/etc, and Regex
  • Have the ability to prioritize based on facts and problem severity and/or business impact

Other information:

  • Working Location: Suntec City
  • Working Hours: Monday - Friday, 8am – 5pm

Tell employers what skills you have

Managed Services
Process Integration
Scripting
Protocol
Customerfocused
Data Mining
SQL
Networking
Windows
AV
Product Development
Debugging
Databases
DNS
Linux
Calibration
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