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.
- Responding to customers with respect to the organization’s SLAs via email/phone.
- 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.
