Product Support Engineer

Responsibilities

1. 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.


2. Must be an SME (Subject Matter Expert) on an Imperva product, create training content and deliver quarterly enablement session to the team.


3. Troubleshooting of complex issues such as performance problems, system crashes, packet inspections and in-depth log analysis.


4. Find both workaround and provide best solution for customer with good judgment in selecting methods, techniques. Have the ability to prioritize based on facts and problem severity and / or business impact.


5. Responding to customers with respect to the organization’s SLAs via email/phone.


6. Be available on the Support hotline and answer any new/existing ticket calls from customers.


7. Schedule r...