Product Support Engineer

A7 Recruitment Company; Taguig; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Imperva is seeking a highly skilled technical support SME in the Philippines to handle Level 2/3 cases, work closely with customers and internal teams, and drive expert resolutions. You will mentor junior engineers, create knowledge content, and contribute to product improvements.

You will analyze complex issues, perform live troubleshooting, and ensure responses meet SLAs. The role emphasizes proactive learning and sharing advanced Imperva expertise with the team.

Qualifications

• Must be SME on an Imperva product.
• Deliver quarterly enablement sessions to the team.
• Respond to customers within SLAs via email/phone.
• Mentor Level 1 Engineers and assist with escalations.
• Contribute to the knowledge base with guides and how-to articles.

Responsibilities

• Handle level 2/level 3 technical support cases with Imperva customers and colleagues.
• Troubleshoot complex issues including performance problems, crashes, and log analyses.
• Provide workarounds and best solutions based on case facts and severity.
• Schedule remote sessions for live troubleshooting as required.
• Escalate issues to backline teams and collaborate to resolve.
• Analyze support trends and work with Product Teams to improve the product.
• Assess customer environments and manage expectations in deployments.
• Share latest tech knowledge with the engineering team.

Job description

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 remote sessions with customers when required for live troubleshooting, depending on the nature and sensitivity of the issue.
8. Escalating customer’s technical product issues to the Imperva backline escalations teams and working with them to achieve a resolution.
9. Analyzing Support case trends and customer requirements while working with the Product Teams to help enhance the product.
10. Assessing the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments.
11. Mentor Level 1 Engineers; consult on their cases and assist with escalation issues.
12. Be proactive with all the latest technologies concerning Imperva’s products and the underlying technologies and disseminate this knowledge to the other engineers.
13. Contribute to the Imperva knowledge base, writing guides, technical how-to articles, etc.