Cloud Support Specialist

hace 6 días

Ciudad de México, Ciudad de México Imperva A tiempo completo

Imperva, a leading cybersecurity company, is seeking a skilled Cloud Support Specialist to join its Global Customer and Product Support Team. This is a key role at Imperva, and as a Cloud Support Specialist, you will be part of the Global Support Team working alongside exceptional professionals in Product Support, Engineering, QA, and Sales Security Engineering (SE). You will also work with partners to resolve technical issues for customers in the US and provide total account management.

Key Responsibilities:

  • Handle level 2-3 support cases, working directly with Imperva customers, partners, and Sales Engineers.
  • Evaluate and escalate customer technical product issues to the Imperva Engineering department and work with them to achieve a resolution.
  • Analyze support case trends and customer requirements while working with the Product Teams to enhance the product.
  • Assess 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.
  • Stay up-to-date with the latest technologies concerning Imperva's products and the underlying technologies and disseminate this knowledge to other engineers.
  • Contribute to the Imperva knowledge base by writing guides, technical how-to articles, etc.
  • This role requires the ability to work a Sunday to Thursday shift.

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, and experience with Relational Databases (MsSQL, Oracle, MySQL, DB2).
  • 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.

Preferred Qualifications:

  • Experience with a cloud-based solution, preferably in the Application security sector.
  • Experience with implementing and supporting 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 products.

About Imperva:

Imperva is a cybersecurity leader that champions the fight to secure data and applications wherever they reside. Once deployed, our solutions proactively identify, evaluate, and eliminate current and emerging threats, so you never have to choose between innovating for your customers and protecting what matters most. Imperva—Protect the pulse of your business.

Benefits:

Imperva offers a competitive compensation package that includes base salary, medical, flexible time off, and more. It's an exciting time to work in the security space.

Equal Opportunity Employer:

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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