Product Support Engineer

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.

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