Escalation Specialist

2 months ago


Singapur, Singapore Imperva Full time
Job Summary

We are seeking a highly skilled Escalation Engineer to join our team at Imperva. As an Escalation Engineer, you will be responsible for resolving complex and critical issues escalated by our Product Support team. Your expertise in Imperva solutions and ability to communicate complex situations to customers will be essential in this role.

Key Responsibilities
  • Resolve high and critical issues escalated by the Product Support team
  • Collaborate with Support and R&D teams to resolve issues and improve product design
  • Communicate complex situations to customers in a clear and concise manner
  • Develop and maintain technical knowledge of Imperva solutions and related technologies
  • Participate in product development meetings and provide input on supportability tools and capabilities
Requirements
  • Advanced networking knowledge in Internet environments
  • Heavy experience with analyzing Wireshark/TCP-dumps and debugging tools
  • Good knowledge of SQL protocol and databases
  • Solid/admin level experience with different OS, Unix, Linux, and Windows
  • Working knowledge of programming languages and scripting languages
  • Working knowledge of public cloud deployments
  • Solid security knowledge including firewalls, CVEs, and best practices
  • Experience with Jira or similar platforms
  • Solid understanding of RFC and standards
Personal Skills and Attributes
  • English - spoken and written
  • Confidence
  • Cross-boundary collaboration
  • Interpersonal awareness
  • Impact and influence
  • Operational excellence
  • Analytical problem-solving
  • Building customer relationships
  • Project management
  • Strategic insights
  • Technology expertise
What We Offer

As an Escalation Engineer at Imperva, you will have the opportunity to work with a talented team of professionals and contribute to the development of our products. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.



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