Product Support Engineer (Appsec) On Prem

About the role

Imperva (Thales Company) is a leading provider of data and application security solutions that protect business-critical information in the cloud and on-premise. This role involves handling level 2/level 3 technical support cases, working directly with Imperva customers, partners, Sales Engineers, Professional Services, Customer Success Managers and other parts of the organization.

Key responsibilities

• Handle level 2/level 3 technical support cases, working directly with Imperva customers, partners, Sales Engineers, Professional Services, Customer Success Managers and other parts of the organization
• Be an SME (Subject Matter Expert) on an Imperva product, create training content and deliver quarterly enablement sessions to the team
• Troubleshoot complex issues such as performance problems, system crashes, packet inspections and in-depth log analysis
• Find workarounds and provide best solutions for customers with good judgment in selecting methods and techniques
• Respond to customers with respect to the organization's SLAs via email/phone
• Be available on the Support hotline and answer new/existing ticket calls from customers
• Schedule remote sessions with customers when required for live troubleshooting
• Escalate customer technical product issues to the Imperva backline escalations teams and work with them to achieve resolution
• Mentor Level 1 Engineers and consult on their cases and assist with escalation issues
• Contribute to the Imperva knowledge base, writing guides and technical how-to articles

About you

• Minimum 6-8 years of technical support experience working with networking technologies, network security, operating systems (such as Linux/UNIX) and protocols like HTTP and SSL
• Bachelor's Degree in a related field or equivalent experience
• Deep understanding in Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls as well as experience with Oracle Databases
• Prior experience with Linux and other Unix operating systems
• Working knowledge with networking/browser developer tools such as wireshark, tcpdump, Openssl, burp, fiddler, postman and curl
• Understand cloud provider ecosystems such as AWS, Azure and GCP
• Excellent problem solving skills with a strong sense of customer commitment
• Excellent communication (written and verbal) and interpersonal skills
• Ability to understand and communicate concepts quickly, succinctly and accurately
• Ability to adapt to new features, technologies and new processes that are integrated within the organization

About us

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. At Thales, we're committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do.