Product Support Engineer, Imperva

• BSCS Degree or equivalent experience
• Ability to clearly communicate in English both verbally and in writing
• Minimum 3 years of high-level Technical Support experience
• Support experience with a record of delivering customer satisfaction
• Solid support experience working with technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls
• Experience with troubleshooting tools such as tracert, tcpdump, and Wireshark
• Troubleshooting experience with Relational Databases (MsSQL, Oracle, MySQL, DB2) is desirable
• Prior hands-on 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 learning new technologies while leveraging past experience

Desirable

• Handling level 2-3 support cases, working directly with Imperva customers, partners and Sales Engineers
• Assess the severity and criticality of issues as they present themselves
• Perform Case Management, customer communication and proactive follow ups through our CRM system
• Prioritize investigation efforts to attack the highest priority problems first
• Escalating customer’s technical product issues to the Imperva Engineering department and working with them to achieve a resolution
• Maintain a solid understanding of existing Imperva product offerings, while tracking new feature releases
• Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc
• Participate in rotating weekend shift schedule