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Escalation Engineer

Customer Success

Vancouver, Canada

Escalation Engineer 

Data Security is essential for any business, large or small, and they need to have a security partner they can trust and grow with. Imperva is that partner.   

Imperva is committed to data security and is a recognized leader in both Application and Database security, appearing in the Gartner’s magic Quadrant as a leader in Application Security, WAF, since a WAF quadrant was introduced. Imperva is also recognized as an established leader in Database Security and auditing.

The Opportunity

Being a leader in Data Security, Imperva is positioned so that it can protect in any environment; on-sight, public cloud and hybrid. Imperva currently supports the 3 major cloud providers Azure, AWS, and Google Cloud. Imperva’s hybrid solution allows customers to manage an on-sight and cloud deployment from a central management platform.

Imperva recognizes that customers are aggressively moving to the cloud, and therefore Imperva is delivering cloud based solutions to ensure they retain and enhance the security profile they had with their on-site deployments.

Imperva is looking for individuals who want to be a part of securing these dynamic environments and grow with Imperva as we expand our coverage and provide the latest in security methodologies. 

Escalation Engineer 

This position is for an Escalation engineer who will handle escalations for Imperva’s industry leading products, which are deployed in AWS, Azure, Google Cloud, and on-site. Imperva offers data protection for database and application deployments, using leading edge technology. These deployments may use either physical or virtual appliances, or a combination of both.

Escalation Engineers comprise the team that handles escalations from Support. As such they perform a critical role in resolving the most complex cases.  An escalation engineer has the responsibility of resolving as many cases as possible at the escalation level, and ensuring all options have been exhausted, before transitioning the case to the Product Development group.

In order to meet the responsibilities of this role, the person must be able to analyze log files, core dumps, Wireshark traces, Java messages, xml files, data flows, and overall product functionality.

In addition the Escalation engineer should be able to read code to better understand the workflow and potentially identify the source of the situation.

Escalation engineers also need to be customer facing and able to communicate complex issues and the resolutions to the customers. 

Escalation engineers are seen as mentors to Support engineers and help them understand the problem at hand. Consistent communication between the escalation engineers across the various regions is also an expectation.


  • Earned a BS degree in a technology related field and 3 years as a senior or escalation engineer, or 6 years of equivalent experience. 
  • Has demonstrated proficiency as an escalation or lead engineer.
  • Hands-on experience with Linux, Windows, and Unix OS.
  • Proven track record in troubleshooting highly complex situations involving TCP/IP, HTTP(S), and SSL. 
  • Accomplished at writing and executing scripts.
  • Established experience using TCPdump, Wireshark, and other diagnostic tools.
  • Able to work in a high paced, technical environment while meeting the stated SLA.
  • Must be able to work independently as well as with a team.
  • Must be able to fit within a team structure.
  • At least 2 years experience with Java and XML files
  • Proven track record of resolving complex technical situations in a  timely manner.

Preferred Qualifications:

  • AWS or Azure Certifications
  • Linux administrator 
  • Competence with attack methods such as SQLi, XSS and other OWASP Top 10 Attack vectors.
  • Experience in researching, understanding, and identify mitigations techniques for published CVEs.
  • Working knowledge of SSL and PKI including ciphers, handshakes, CAs and certificates.
  • Experience with Virtual and/or Cloud based Environments (such as VMWareESXi, or Hyper-V, AWS and Azure.)
  • Experience with Load Balancers, Application / Network Firewalls, and similar technologies.
  • C and Java programming skills.
  • Advanced certifications such as CCNP/DBA etc.

Our Company
Imperva is an analyst-recognized, data security leader—championing the fight to secure databases and applications wherever they reside. Once deployed, our solutions proactively identify, evaluate, and eliminate current and emerging threats.

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.