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Technical Account Manager

Customer Success

San Mateo, California


Technical Account Manager (San Mateo, CA) Imperva Inc. – drive adoption and continued value of cyber security products and services. Duties include:

 

  • Serve as technical authority on cloud-based web security technology, while improving best practices for proprietary software solutions and services, including: DDoS protection - infrastructure, DNS and application services, Website security, CDN and Load Balancing.
  • Lead & manage complex software implementation and onboarding projects, consulting assignments and technical escalations, to ensure advanced technical software problems are fixed if they occur.
  • Create the software platform for Incapsula’s large-scale clients for continued value growth.
  • Deliver professional and technical account management services following the best practices and established procedures.
  • Evaluate customer technical network and web architecture, including IT business needs, network infrastructure, web application architecture, security requirements and DNS configurations to deliver the appropriate software integration solution.
  • Work closely with support teams including Engineering, Management, and Sales to advocate customer needs, resolve software and business issues, define feature requests, identify growth opportunities, and collect customer feedback.
  • Identify and develop upsell opportunities toward the Company’s Incapsula web security solution.
  • Maintain in-depth understanding of company’s software technology, products, and services.

 

MINIMUM REQUIREMENTS:

 

BS in Computer Engineering, IT or related field, plus 5 years of experience providing technical support for cybersecurity products and services. Experience, which may be gained concurrently, must include:

 

  • 5 years of experience working in a technical support environment, handling support tickets, submitting and tracking bugfixes & feature requests, support escalations, and providing support for Customer Engineering/Sales Engineering teams
  • 4 years of experience troubleshooting complex network issues using common network troubleshooting tools such as TCPDump, WireShark and/or other packet capture/examination tools, ping, traceroute, nslookup, netstat, telnet
  • 3 years of experience generating, consolidating and testing certificate related issues involving PKI - Certificate Services, Certificate Trust Chains, SSL Server Certificates, and Client Certificates, utilizing Microsoft and OpenSSL certificate tools
  • 5 years of experience providing technical support involving Layer 7 Network Protocols, including DNS configurations & HTTP
  • 4  years of experience implementing and integrating information security solutions
  • 3 years working with Enterprise application delivery on private, public and hybrid cloud models
  • 5 years of experience with Layer 3-7 protocols and technologies including HTTP, DNS, SSL, Web Applications, load balancers, web optimization, proxies, and firewalls 
  • 3 years of experience configuring and troubleshooting IP routing/switching technologies and protocols including TCP/IP
  • Position requires excellent written and verbal communication skills providing ability to deliver/convey complex technical information and concepts

 

Apply by e-mail with resume to CA.jobs@imperva.com.  Reference Job #TAM21 in reply.  This position is part of Imperva, Inc.’s employee referral program and is eligible for an employee referral incentive.