Imperva Escalation Specialist
3 weeks ago
Job Summary
- An Escalation Engineer at Imperva will work on high and critical issues escalated by the Product Support team, with complex factors involved and requiring analysis of situations or data.
- This role involves collaboration with Support and R&D teams, managing communication between teams, and communicating complex situations to customers in terms they understand.
- The successful candidate should have expertise in Imperva solutions or other solutions deployed in WAF and DB environments, with strong troubleshooting skills and the ability to understand design vs implementation.
- Minimum 6 years of related experience with a Bachelor's degree, or 3 years with a Master's degree, or equivalent experience in a related field is required.
Key Responsibilities
- Product Design, Improvement, and Supportability
- Attend Product Development meetings, including sprint planning, delivery meetings, and Product design meetings
- Data mining, including Product Development queries and tickets analysis
- Submit new required support tools for various customer success teams
- Fasttrack and support tools mapping
- Support Knowledge Management
- Be a Product SME for major features
- Provide supportability updates via Emails and Knowledgebase articles
- Training for internal teams
- Consultation for other teams, Product Development, Technical Account Managers, Managed Services, and Sales
- Tools creation, including scripts
Requirements
- Advanced Networking knowledge in Internet environments (TCP/IP, HTTP, DNS, HTTPS/SSL/TLS, Layer2 thru Layer7, load balancing, proxies)
- Heavy Experience 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
- Working knowledge with Public cloud deployments
- Solid Security Knowledge including firewalls, CVEs, well-known attacks, and best practices
- Experience with Jira or similar platform
- Solid understanding of RFC and standards
Job Complexity
- Preparing escalations for R&D review, working with R&D to resolve issues, reproducing customer issues, applying and testing hotfixes, and using debug commands and tools to isolate issues
- Complex scenarios where analysis of situations or data requires an in-depth evaluation of variable factors
- Judgment in selecting methods, techniques, and evaluation criteria for obtaining results
- Prioritizing based on facts and problem severity and/or business impact
- Driving other teams/Individuals in a mutual effort to resolve the problem
Personal Skills & 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
Language
en
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