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Technical Account Manager

Customer Success

Jarkata, Indonesia


As a Technical Account Manager, you will work with enterprise customers that use both Incapsula cloud and SecureSphere on-premise product suites to drive implementation of our products and services to help extract a greater return on investment. This role includes responsibility for onboarding and support activities using best practices for deployment; support & troubleshooting; enhancing service adoption and integration as well as helping customers to mature their deployments.

Description:
Do you like helping customers solve problems with implementing or supporting existing security product solutions? Does digging through the recesses of activity and error logs in order to piece together “just what went wrong” seem more like a puzzle than a headache to you? Do you enjoy mentoring and coaching people to become more proficient in managing security systems and tools that give you great satisfaction? Is your technical background varied with exposure to Systems, Networking, Security, and some degree of Project Management? If your answers are mostly “yes” to the preceding questions, then you should check out what our Designated Support Engineers are doing here at Imperva.

The Opportunity:
As a Technical Account Manager, you will create and maintain long-term relationships with Imperva strategic customers, manage complex implementation and onboarding projects. Manage consulting assignments and technical escalations, as well work closely with HQ teams for our Incapsula Cloud and SecureSphere products (Dev, QA, Security, Sr. Management) in order to get issues resolved. You will become a technical authority of Incapsula Cloud and SecureSphere WAF and DAM technologies, while constantly improving best practices for solutions and services: DDoS protection - infrastructure, DNS and cloud-based application services, Website security, CDN, Load Balancing, and SIEM integrations.

Responsibilities:

  • Support the Imperva cloud and on-premise security product deployments for assigned accounts.
  • Act as a primary, single point-of-contact for assigned accounts.
  • Keep customer teams up to date via ongoing status about onboarding, configuration, and tuning efforts, cases, feature requests (RFEs) and current news from the field on the latest security trends and developments as well as product release notes.
  • Perform quarterly systems health checks and service reviews.
  • Become a champion by accelerating case closures or increasing visibility on pain points with their deployments. Work with customers, partners, customer account teams and other internal Imperva teams to reach timely resolutions.
  • Create and deepen customer relationships by performing on-site customer.
  • Analyze customer data such as case trends, traffic, alert and attack information to make solid recommendations for improving systems health and overall security posture.
  • Assessing the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments. Required Technical Qualifications:
  • Minimum 3 years’ experience in a Technical Support (tier 2-3) role.
  • Documented experience as Technical Account Manager, or Pre/Post Sales background within the web/network/information security industries.
  • Minimum of 3 years’ experience working with Cloud, Security or Network related products.
  • Proven ability to manage complex implementation and onboarding projects, consulting assignments, and technical escalations related to DDoS protection, including infrastructure, DNS and application services, Website security, CDN, and Load Balancing.
  • Demonstrated experience in working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls as well as experience with Relational Databases (MSSQL, Oracle, MySQL or DB2).
  • Demonstrated ability to evaluate business needs, network infrastructure, web application architecture, security requirements, and DNS configurations of clients to deliver appropriate integration solutions.

Required General Qualifications:

  • Demonstrated ability to work independently as part of a larger team.
  • Ability to communicate effectively with Development, Quality Assurance, Security, and Sr. Management teams to resolve technical issues;
  • Create and maintain long-term relationships with strategic customers.
  • Knowledge of enterprise applications and Web Application Security (OWASP top 10) understanding.
  • Excellent Customer Support skills coupled with a BS Degree or equivalent experience.
  • Prior experience with Linux and other UNIX operating systems.
  • Well-organized with the ability to multi-task and prioritize with minimal supervision.
  • Excellent problem-solving skills with a strong sense of customer commitment.
  • Demonstrated ability to work independently as part of a larger team.
  • Ability to communicate effectively with Development, Quality Assurance, Security, and Sr. Management teams to resolve technical issues.
  • Create and maintain long-term relationships with strategic customers.
  • Knowledge of enterprise applications and Web Application Security (OWASP top 10) understanding.
  • Excellent Customer Support skills coupled with a BS Degree or equivalent experience.
  • Prior experience with Linux and other UNIX operating systems.
  • 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.
  • Knowledge of a scripting language such as Perl, Python, Shell

 

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