Cloud Support Specialist

hace 17 horas


Ciudad de México, Ciudad de México Imperva A tiempo completo
Cloud Support Engineer

Imperva, a leading cybersecurity company, is seeking a skilled Cloud Support Engineer to join its Global Customer and Product Support Team. As a key member of this team, you will work closely with our exceptional team of professionals in Product Support, Engineering, QA, and Sales Security Engineering (SE) to provide top-notch support to our diverse and industry-leading customers.

Key Responsibilities:

  • Handle level 2-3 support cases, working directly with Imperva customers, partners, and Sales Engineers to resolve technical issues.
  • Evaluate and escalate customer technical product issues to the Imperva Engineering department, collaborating with them to achieve a resolution.
  • Analyze support case trends and customer requirements, working with Product Teams to enhance the product.
  • Assess customer technical environments and requirements, managing expectations and delivering 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 underlying technologies, sharing knowledge with other engineers.
  • Contribute to the Imperva knowledge base, writing guides, technical how-to articles, and more.
  • This role requires covering the Sunday to Thursday shift specifically.

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, as well as 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, or Shell.
  • Experience in Software Development or QA or Network/Security/Database products.

About Imperva:

Imperva is a cybersecurity leader, championing the fight to secure data and applications wherever they reside. Our solutions proactively identify, evaluate, and eliminate current and emerging threats, allowing you to innovate for your customers without compromising security. Imperva - Protect the pulse of your business.

Benefits:

Imperva offers a competitive compensation package, including 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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