Product Support Engineer

9 hours ago


Singapore Imperva Full time

Imperva,a Thales Company the leader in Application and Data Security, is looking for a Product Support Engineer for On-Prem Imperva products based in Singapore. This is a key role at Imperva and as a Product Support Engineer, for our diverse and industry leading customers, you will be part of the Global Support and Services team working alongside our exceptional team of professionals in Product Support, Engineering, QA and Sales Security Engineering (SE)

Cyber Security is a big deal. It’s in the news, growing rapidly, a critical tool for every company, and our specialty.

Responsibilities:

- Handling level 2/ level 3 technical support cases, working directly with Imperva customers, partners, Sales Engineers, Professional Services, Customer Success Managers and other parts of the organization.
- Must be an SME (Subject Matter Expert) on an Imperva product, create training content and deliver quarterly enablement session to the team.
- Troubleshooting of complex issues such as performance problems, system crashes, packet inspections and in-depth log analysis.
- Find both workaround and provide best solution for customer with good judgment in selecting methods, techniques. Have the ability to prioritize based on facts and problem severity and / or business impact.
- Be available on the Support hotline and answer any new/existing ticket calls from customers.
- Schedule remote sessions with customers when required for live troubleshooting, depending on the nature and sensitivity of the issue.
- Escalating customer’s technical product issues to the Imperva backline escalations teams 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.
- Be proactive with all the latest technologies concerning Imperva’s products and the underlying technologies and disseminate this knowledge to the other engineers.
- Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc.

**Required Skills**:

- Minimum 8 years of technical support experience working with networking technologies, network security, operating systems (such as Linux/UNIX) and protocols like HTTP and SSL.
- Excellent Customer Support skills coupled with a Bachelor’s Degree in a related field or equivalent experience.
- Deep understanding in Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls as well as experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2).
- Prior experience with Linux and other Unix operating systems.
- Working knowledge with networking/browser developer tools such as wireshark, tcpdump. Openssl, burp, fiddler, postman and curl.
- Understand cloud provider ecosystems such as AWS, Azure and GCP.
- Highly motivated with the ability to work independently and in a team environment.
- Well-organized with the ability to multi-task and prioritize with mínimal supervision.
- Excellent problem solving skills with a strong sense of customer commitment.
- Excellent communication (written and verbal) and interpersonal skills.
- Ability to understand and communicate concepts quickly, succinctly and accurately.
- Ability to adapt to new features, technologies and new processes that are integrated within the organization.

Desired Skills
- Knowledge of a scripting language such as Perl, Python, Shell
- Experience in Software Development or QA of Network/Security/Database products
- Experience with different CRM systems - Salesforce, Jira
- Must (at least two): CCNA, CCNP, CISSP, CISA, CISM, CEH, ITIL, Linux, MCITP, AWS/Azure/GCP, Any DB-related certification, Any Scripting language certification

Our Company:
Legal Notice:
Imperva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law.

LI-SJ1

LI-Hybrid



  • Singapore beBeeMechanical Engineer Full time $90,000 - $120,000

    Job OverviewXnergy is a multi-VC funded and Sovereign-backed power solutions company, pioneering high-power universal contactless charging for global electrified mobility.We were voted a APAC 25 company in 2020 by Cleantech Group, recognizing our potential to make a significant impact in the next five-to-ten years.Our HQ is based in Singapore, with plans to...


  • Singapore beBeeMechanical Engineer Full time

    Job Overview Xnergy is a multi-VC funded and Sovereign-backed power solutions company, pioneering high-power universal contactless charging for global electrified mobility. We were voted a APAC 25 company in 2020 by Cleantech Group, recognizing our potential to make a significant impact in the next five-to-ten years. Our HQ is based in Singapore, with...


  • Singapore Teradyne Full time

    **Organization & Role**: The Teradyne Product Support Engineering team is looking for a highly-motivated, energetic, technically driven Engineer to provide world class support to the current and future generations of Teradyne Semiconductor Test Products. This role is enabled by an in-depth knowledge of Teradyne’s product offerings coupled with a desire to...


  • Singapore beBee Engineer Full time $80,000 - $120,000

    Role Description:">">We are seeking an Engineer to join our team, responsible for monitoring and maintaining critical information-communication systems.">">About the Role:">As a key member of our team, you will work alongside fellow engineers to ensure the reliability and functionality of our communication systems. Your expertise in advanced technologies...


  • Singapore Rapsodo Full time

    Are you a talented engineering graduate with a passion for embedded systems, computer vision, and machine learning? We have an exceptional opportunity that will kickstart your career and provide you with invaluable experience as a Product Support Engineer. Join our innovative team and contribute to cutting-edge technology solutions while honing your skills...


  • Singapore Proofpoint Full time

    It's fun to work in a company where people truly BELIEVE in what they're doing! - We're committed to bringing passion and customer focus to the business._ - The Role and the Team A seasoned professional: you have wide-ranging experience, to resolve complex issues. Also, strong problem determination, isolation, and root cause analysis skills are required to...


  • Singapore beBeeProduction Full time

    Engineering Production Support Specialist Job Summary: We are seeking an experienced and skilled Engineering Production Support Specialist to join our team. This role is responsible for providing technical support and maintenance services to ensure the smooth operation of our production processes. Key Responsibilities: Provide technical support and...


  • Singapore Imperva Full time

    Imperva,a Thales Company the leader in Application and Data Security, is looking for a Product Support Engineer for On-Prem Imperva products based in Singapore. This is a key role at Imperva and as a Product Support Engineer, for our diverse and industry leading customers, you will be part of the Global Support and Services team working alongside our...


  • Singapore SAKSOFT PTE LIMITED Full time

    Experience: 3-5 Years Role: Production Support Engineer Key Responsibilities: - Investigate production issues, respond based on production defect severity SLAs - Manage and respond to users on timely manner. - Log incident ticket for production issues and user queries - Follow up on defect and incident closure and meet incident closure KPI - Make sure...


  • Singapore Semperis Full time

    Join to apply for the Product Support Engineer role at Semperis Join to apply for the Product Support Engineer role at Semperis Direct message the job poster from Semperis Global Talent Acquisition Leader | Mom | Cybersecurity Careers | #TalentMVP | Coaching the team that builds the teams | People-First Advocate At Semperis, our mission is to be a Force for...