An Escalation Engineer will require to works on mainly high and critical issues as escalated by the Product Support team with very complex factors involved, some of which are product bugs.Also, will need to engage member of Support and R&D (Product Development) and manage the communication between the teams. In some instances, they will need to communicate extremely complex situations to customers in terms they understand.A successful candidate should have a high level of expertise involving Imperva solutions or other solutions that are deployed in the WAF and DB environments for on-site, public cloud, and hybrid. Possessing very good troubleshooting skills and the ability to understand design vs implementation would be important. Typically requires a minimum of 6 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a Ph.D. with 2 years experience; or equivalent experience. Technical Knowledge: Advanced Networking knowledge in Internet environment (TCP/IP, HTTP, DNS, HTTPS/SSL/TLS, Layer2 thru Layer7, load balancing, proxies)Heavy Experience with analyzing Wireshark/TCP-dumps and  Debugging tools such as Burp/Fiddler/Postman.Good knowledge of SQL protocol and databasesSolid/Admin level Experience with different OS, Unix, Linux, and WindowsWorking Knowledge in programming or ability to read/write pseudo code, as well as scripting languages - Python/Bash/etc, and RegexWorking  knowledge with Public cloud deploymentsSolid Security Knowledge including firewalls, CVEs, well-known attacks, and best practicesExperience with Jira or similar platformSolid understanding of RFC and standards Job Complexity:Should have 2 or more years: preparing escalations for R&D review /  working with R&D to resolve issues /  reproducing customer issues / applying and testing hotfixes /  using debug commands and tools to isolate issuesHave worked on complex scenarios where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results.Have the ability to prioritize based on facts and problem severity and/or business impact.Drives other teams / Individuals in a mutual effort to resolve the problem. Personal Skills & Attributes:English - spoken and writtenConfidenceCross boundary collaborationInterpersonal awarenessImpact and influenceOperational excellenceAnalytical problem solvingBuilding customer relationshipsProject managementStrategic insightsTechnology Expertise Roles and Responsibilities: Product Design / Improvement / SupportabilityProduct Development meetings attendance - sprint planning, delivery meetings, Product design meetingsData mining – Product Development queries, tickets analysis, etc.Submit new required support tools for various customer success teamsFasttrack/support tools mappingSupport Knowledge ManagementProduct SMEs (Subject Matter Experts) for major featuresProviding supportability updates via Emails / Knowledgebase articlesTraining for internal teamsConsultation for other teams / Product Development/ Technical Account Managers / Managed Services /Sales.Tools creation (scripts) Ongoing Support Daily handling of escalation ticketsBugs follow-ups with R&DConsultation and assistance to team members about their cases (issues) Ongoing OperationsParticipate in Product Development meetings and push forward supportability tools and capabilities#LI-SJ1

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