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Product Support Engineer - On Prem

Customer Success

Belfast, United Kingdom


Product Support Engineer – On Prem


The Opportunity


Imperva is looking for a highly motivated, hands-on experienced Product Support Engineer to join our team in Belfast.
The Product Support Engineer will report directly to the Technical Product
Support Manager and will be responsible for providing best-in-class technical support.
As a PSE you will provide technical support services for Imperva’s customers, partners and prospects supporting a business-critical security product deployed in enterprise clients from various business sectors such as Insurance and Finance.


Responsibilities

  • Diagnosis and investigation of complex technical problems, identify root
    cause and provide effective solutions.
    ·Manage critical and high visibility customer issues.
    ·Act as a subject matter expert for customers in security.
    ·Work directly with product development to resolve issues in the field.
    ·Act as a focal point for technical issues and make sound decisions quickly.
    ·Understanding and documenting customer requirements, managing
    expectations, and providing excellent customer service.
     
    Key Requirements
     
    ·Excellent communication (written and verbal) and interpersonal skills.
    ·Excellent analytical and problem-solving skills with a strong sense of
    customer commitment.
    ·Highly motivated self-starter and team player who enjoys sharing
    knowledge and experience with peers.
    ·Ability to build relationships and collaborate effectively with product
    development, technical account management, sales and Customer Success.
    ·Ability to write technical documentation and knowledge base articles
    suitable for external publication.
    ·Ability to prioritize based on data and problem severity or business impact.

    Essential:
    ·3+ years of experience in any of the following areas:
    -Technical Support
    -Information Security
    -QA (Security/Network products)
    -Cloud Services
    ·Good knowledge and understanding of networking (e.g. TCP/IP, routing
    protocols, HTTP, SSL/TLS, load balancing, proxies, reverse proxies, DNS).
    ·Good knowledge and experience of Linux (CLI experience preferred).
    ·Knowledge and understanding of Databases including Oracle, MSSQL or
    similar technologies.

Desirable

  • BSc. degree in Computer Science or related field
    ·Advanced certifications such as CISSP/CCNP/DBA etc.
    ·Working experience of tcpdump, Wireshark and other sniffing tools.
    ·Knowledge in programming or the ability to read/write pseudo code.
    ·Experience in SQL query writing.
    ·Scripting ability in any scripting language – (e.g. Python/Bash).
    ·Experience of Knowledge Centric Support (KCS).
    ·AWS, GCP, Azure or cloud computing platform experience
    ·Familiarity with OWASP top 10

Our Company:
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. Learn more: www.imperva.com, our blog, on Twitter.

Rewards:
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. Check out our products and services at www.imperva.com and career opportunities at www.imperva.com/careers

Legal Notice:
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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