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
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
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
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