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Product Support Manager

Professional Services

Bangalore, India

Imperva is looking for a talented Manager to join the Cloud Security Services Organization for the APJ region.

This is a unique opportunity to lead a group of 3 specialized teams Cloud Enterprise Services, Cloud Security Operations, Security Analyst Services. Ranging from incident response to premium services, the group engages with all of Imperva’s portfolio of cloud products (Cloud WAF, Bot protection, DDoS and more), striving to provide the best protection and service to customers.

To succeed in this position, the Manager will need in-depth technical knowledge of Web Applications and Networking and a great understanding of the cyber security landscape in these domains. But the technical know-how is not enough, this is a customer facing role that requires the Manager to have a spotless customer-facing manner and great communication skills, in order to lead escalations with customers and internal teams. 

In addition, the fast-paced environment of the Imperva cloud product requires the Manager to be able to create new processes and tools quickly, enabling the teams to move forward and improve. The manager should build relationships with other groups in the company, such as Product Development, Threat Research, Product Management, Customer Success and Sales, communicating insights and lessons from the field. 

Lastly, the Manager will help the team to work together and get the best results, prioritize tasks and workload and make sure performance is kept to a high standard by monitoring the team's performance and helping their training and development.



         Serve as trusted advisor and as a point of escalation for both the customer and other Imperva team members in matters that relate to service delivery and security incidents

         Ability to investigate highly complex and diverse issues where analysis of situations or data requires an evaluation of a variety of factors

         Training, development and formal review of team members

         Technical leadership of the EMEA/APJ Cloud Security Services team

         Ensure engineering teams are addressing and solving issues in a timely manner to meet defined SLA’s.

         Work with Support and engineering teams to continually evaluate and enhance proactive monitoring and support initiatives.

         Inspire respect, trust, and motivate others to perform well. Ensure adherence to established standards and procedures.

         Promote customer focus, monitoring customer satisfaction.

         Multi-task in a fast-paced environment

         Establish positive working relationships and lead clients and team members in a consultative manner

         Proactively ensure the highest levels of service availability



         A minimum of 3 years of IT/Security related management experience, with at least 10 years of overall IT/Security experience

         Proven customer service skills including addressing customer service issues and/or escalations

         Good understanding of Web Application security and Network Security

         Good understanding of Web Application FW, SIEM and Monitoring systems - preferred.

         Very good understanding of Web technologies – Cloud hosting, CDN

         Very good knowledge of TCP/IP, HTTP/S, DNS, SSL

         Four-year degree in a technology field - preferred.

         Experienced with scripting languages - python and bash

         Relevant professional certifications.


Soft Skills:            

         Excellent service-driven, customer-focused skills.

         Proven ability to collaborate with and manage cross-functional teams for optimal service delivery to the customer.

         Exhibits sound and accurate judgment.

         Demonstrated ability to work in both a team environment and independently.

         Excellent oral, written and interpersonal communications skills.

         Strong time management skills and attention to detail.

         Exceptional troubleshooting and problem solving abilities.

         Talent for creatively utilizing technology, people and processes to solve unique business problems in a cost-effective manner.