Technical Product Support Manager
Belfast, United Kingdom
17d ago

Technical Support Manager Cyber Security

Cyber Security is a big deal. It’s in the news, growing rapidly, a critical tool for every company, and our specialty.

Imperva is a public company (NASDAQ : IMPV) and leading provider of data and application security solutions that protect business-

critical information in the cloud and on-premise. Our customers include leading enterprises, government organizations, SMBs and service providers who rely on Imperva Incapsula to securely deliver their websites and applications at lightning speed.

Why Imperva? We have experienced the following growth and achievements

  • Generating $321 million in 2017
  • We have over 5,900 customers
  • 500 partners in 100+ countries worldwide
  • Imperva’s Web Application Firewall has been in the Leader’s Quadrant of the Gartner Magic Quadrant for 4 straight years
  • Imperva Incapsula is a leader in the Forrester Wave for DDoS Services with the highest score in the current offering category
  • Job Description

    Imperva is looking for a highly motivated, results driven, hands-on and experienced Technical Support Manager to join our newly established team in Belfast.

    The Technical Product Support Manager reports directly to our Director of EMEA Support and leads the Technical Product Support team in providing best-

    in-class technical support.

    You will be responsible for effectively leading a team of highly technical and skilled Product Support Engineers that provides technical support services for Imperva’s customers, partners and prospects, handling a business and mission-

    critical security products deployed in major companies from various business sectors such as Insurance and Finance.

    As a Manager, you will oversee and direct the activities and the resources of your team to successfully and professionally resolve technical issues of the product, respond on product-

    related questions, assist with product deployments while acting as a mentor representing Imperva values and professional integrity.

    You will also help your team to collaborate with other departments in the company across different organizations such as Product Development, Product Management, Research and more.


  • Bring your passion for technology to the forefront, recognizing new tools and services that keep Imperva on the front line of technology.
  • Ensure your team members grow their careers through mentorship, training, side projects, and consistent improvement
  • Develop strong relationships with customers and serve as an escalation point for problems
  • Provide guidance around PSE training and onboarding plans
  • Develop new or enhance existing processes and systems to ensure continued high service level expectations are met and exceeded
  • Assist your teams in troubleshooting and resolving problems for all Imperva products
  • Assist PSEs to manage their time and priorities to ensure excellent customer support
  • Collaborate with internal stakeholders to innovate and / or automate processes
  • Minimum Qualifications

  • 5+ years of management of at least one Technical Support Team, leading at least 5 engineers
  • 5+ years of experience in technical roles
  • Enthusiasm for security, technology, systems and customer support
  • Ability to work in a fast-paced environment and adapt quickly to change
  • Analytical problem-solving abilities
  • Excellent interpersonal and teamwork skills
  • Strong written and verbal communication skills
  • Preferred Qualifications

  • 3+ years of hands-on, integration and troubleshooting experience with all or any of the below :
  • OSI Model and concept
  • Through understanding of TCP and SSL protocols (RFC-familiarity level)
  • Linux Unix Servers (CentOS, RHEL, SUSE, AIX, z OS, mainframe)
  • Windows Server (NT+)
  • Network devices (Routers, Load Balancers)
  • Network and or Application Security products (Firewall, IPS, DPI, WAF)
  • Network sniffers (Wireshark, snort, tcpdump)
  • Regular Expression (Good understanding on how RegEx works)
  • Databases (Good understanding of queries and DBs structure)
  • Any scripting or coding language
  • Previous experience working for a rapidly growing technological organization
  • Proven ability to lead and grow strong teams
  • Proven ability to mentor individuals and provide career coaching and guidance
  • Knowledge of Support processes and methodologies
  • Knowledge of the major players in the IT and Cyber Security space
  • Knowledge of virtualization and cloud concept
  • Logical troubleshooting thinking
  • Apply
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