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Escalation Engineer

Customer Success

Rehovot, Israel

As an Escalation Engineer, you will provide the top layer of the support organization in EMEA, working alongside our exceptional team of professionals in Engineering, QA, Security, Product Management and Product Support. 

You will be responsible for analyzing and resolving complex and challenging issues and driving the quality of Imperva products forward, either by yourself or by coordinating activities of different departments in the company. 

The role:

  • Lead problem resolution requiring extensive analysis, troubleshooting and escalation to product development
  • Work with Imperva’s developers on solutions to problems escalated from the Imperva support teams globally, and supply solutions and assistance to different teams including support, sales and other teams in the field
  • Prioritize issues handling and bug fixes
  • Take part in shaping new features and products and represent the voice of the customer
  • Proactive prevention of support issues by analyzing problem trends and making recommendations to improve the product quality, processes and knowledge
  • Knowledge transfer to support teams
  • Identify support tools gaps, enhance needs and propose solutions
  • Identify, propose and enforce escalation process improvements



  • At least 5 years’ experience and relevant background in supporting Cloud/SaaS based solutions
  • Deep understanding of the OSI Model (focusing on L2-L7)
  • Extended knowledge and experience with the HTTP protocol and HTTP-related products
  • Excellent analytical and problem solving skills
  • Excellent customer facing skills
  • Ability to write technical guides and to explain technical concept to a non-technical audience
  • Ability to work with several interfaces in parallel and matrix management skills
  • Team player
  • High level of interpersonal skills
  • Proven ability to influence without authority and drive results


  • B.Sc. degree in CS or EE
  • Experience with Cloud WAF and CDN / Cyber Security background
  • Command line tools  (curl, dig, openssl, traceroute, mtr)
  • Analyzing data using tools like grafana, kibana, and SQL
  • Wireshark
  • Proven scripting skills (i.e Shell-scripting, Python)
  • Technical certifications such as JNCIA/CCNA/DBA etc

About Imperva

Imperva is an analyst-recognized, cybersecurity leader—championing 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.