Cloud Support Engineer
United States of America
Full-time
1 month ago
$85,000 - $153,000 USD
H1B Sponsor Likely
Key skills
Technical Support experienceInternet Security TechnologiesLinux/Unix experienceCloud-based solutionsAWS/Azure supportRelational DatabasesCustomer Support skillsScripting languagesProblem-solving skillsCommunication skillsTeamworkPythonPerlShellAWSAzureMySQLOracleMSSQLIdentity ManagementCommunicationSales
About this role
Thales Cybersecurity Products is a leader in identity management and data protection solutions. The Cloud Support Engineer will handle tier-1 support, manage technical issues for customers, and work closely with various teams to enhance product offerings.
Responsibilities:
- Handling level 2-3 support cases, working directly with Imperva customers, partners and Sales Engineers
- Escalating customer’s technical product issues to the Imperva Engineering department and working with them to achieve a resolution
- Analyzing Support case trends and customer requirements while working with the Product Teams to help enhance the product
- Assessing the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments
- Mentor Level 1 Engineers; consult on their cases and assist with escalation issues
- Be proactive with all the latest technologies concerning Imperva’s products and the underlying technologies and disseminate this knowledge to the other engineers
- Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc
- This role will need to be able to cover the Sunday to Thursday shift specifically
Requirements:
- Minimum 3 years of high-level Technical Support experience with an additional 2 years of experience working with Security or network-related products
- Excellent Customer Support skills coupled with a BSCS Degree or equivalent experience
- Solid experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls
- Prior experience with Linux and other Unix operating systems
- Highly motivated with the ability to work independently and in a team environment
- Well-organized with the ability to multi-task and prioritize with minimal supervision
- 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
- Demonstrated aptitude for mastering new software applications
- Experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2)
- Experience with a cloud-based solution, preferably in the Application security sector
- Experience with implementing and support of AWS and/or an Azure environment
- Strong English communication skills - written and verbal
- Knowledge of a scripting language such as Perl, Python, Shell
- Experience in Software Development or QA or Network/Security/Database product