Designated Support Engineer

Thales • Prior Lake, MN

12d • Remote

About The Position

This position is for a senior-level support engineer who will work closely with Imperva customers to resolve active issues and proactively work to avoid issues. The DSE will be the primary support contact for customers that have been assigned to them. Key Areas of Responsibility Supporting a limited number of customers, the DSE is able to maintain regular communication and collaboration with stakeholders and develop intimate knowledge of all aspects of the technical and business environment. With the continuous engagement that this level of partnership provides, the DSE shortens troubleshooting and dramatically accelerates time to resolution. As an advanced technical resource, the DSE is able to directly investigate and resolve issues, while also acting as a focal point for support interactions by driving escalation and coordinating with other resources when necessary. With the sole objective of making sure deployed solutions are successful, the DSE protects your investment and ensures your satisfaction. Each issue managed and tracked in Imperva’s case management system follows your change control requirements and the DSE provides regular, proactive updates that enable the customer to effectively manage product configuration and software maintenance. The DSE provides weekly status reports and live reviews that summarize outstanding issues and ongoing initiatives. Additionally, the DSE delivers formal quarterly reviews for stakeholders and leaders to outline deployment status, recommendations, enhancement requests, and strategic planning.

Requirements

• Earned a BS degree in a technology related field and 3 years as a senior or escalation engineer, or 6 years of equivalent experience.
• Has demonstrated proficiency as an escalation or lead engineer.
• Hands-on experience with Linux, Windows, and Unix OS.
• Proven track record in troubleshooting highly complex situations involving TCP/IP, HTTP(S), and SSL.
• Accomplished at writing and executing scripts.
• Established experience using TCPdump, Wireshark, and other diagnostic tools.
• Experience in Public Cloud deployments such as AWS and Azure.

Nice To Haves

• AWS or Azure Certifications
• Linux administrator
• Competence with attack methods such as SQLi, XSS and other OWASP Top 10 Attack vectors.
• Experience in researching, understanding, and identify mitigations techniques for published CVEs.
• Working knowledge of SSL and PKI including ciphers, handshakes, CAs and certificates.
• Experience with Virtual and/or Cloud based Environments (such as VMWareESXi, or HyperV, AWS, and Azure.)
• Experience with Load Balancers, Application / Network Firewalls, and similar technologies.

Responsibilities

• Supporting a limited number of customers, the DSE is able to maintain regular communication and collaboration with stakeholders and develop intimate knowledge of all aspects of the technical and business environment.
• The DSE shortens troubleshooting and dramatically accelerates time to resolution.
• The DSE is able to directly investigate and resolve issues, while also acting as a focal point for support interactions by driving escalation and coordinating with other resources when necessary.
• The DSE protects your investment and ensures your satisfaction.
• Each issue managed and tracked in Imperva’s case management system follows your change control requirements and the DSE provides regular, proactive updates that enable the customer to effectively manage product configuration and software maintenance.
• The DSE provides weekly status reports and live reviews that summarize outstanding issues and ongoing initiatives.
• The DSE delivers formal quarterly reviews for stakeholders and leaders to outline deployment status, recommendations, enhancement requests, and strategic planning.

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
• Number of Employees: 1,001-5,000 employees