Cloud Support Engineer

Thales

1d • Remote

About The Position

This position is for a tier-1 support engineer will be responsible handling Level-2 and 3 support calls, and working closely with Product Support, Engineering, QA, Sales Security Engineering, and Partners to resolve technical issues for Imperva customers.

Requirements

• Minimum 3 years of high-level Technical Support experience with an additional 2 years of experience working with Security or network-related products.
• Excellent Customer Support skills coupled with a BSCS Degree or equivalent experience.
• Solid experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls.
• Prior experience with Linux and other Unix operating systems.
• Highly motivated with the ability to work independently and in a team environment.
• Well-organized with the ability to multi-task and prioritize with minimal 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.
• Demonstrated aptitude for mastering new software applications.
• Experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2).

Nice To Haves

• Experience with a cloud-based solution, preferably in the Application security sector
• Experience with implementing and support of AWS and/or an Azure environment
• Strong English communication skills - written and verbal
• Knowledge of a scripting language such as Perl, Python, Shell
• Experience in Software Development or QA or Network/Security/Database product

Responsibilities

• Handling level 2-3 support cases, working directly with Imperva customers, partners and Sales Engineers.
• Escalating customer’s technical product issues to the Imperva Engineering department 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.
• This role will need to be able to cover the Sunday to Thursday shift specifically.

Benefits

• Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance
• Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period
• Company paid holidays and Paid Time Off
• Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level