Product Support Engineer – SME for Advanced Troubleshooting

A7 Recruitment Company; Taguig; Sur place; PHP 600 000 - 1 200 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Description du poste

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.