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Sr Technical Account Manager Redwood Shores CA OR Plano TX

4 months ago

Redwood City, United States Imperva Full time

Sr.  Technical Account Manager (TAM) - Redwood Shores, CA OR Plano, TX 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) and cybersecurity leader that delivers best-in-class solutions to protect data and applications on-premises, in the cloud, and across hybrid environments.

Our customers include leading enterprises, government organizations, small businesses, and service providers.

WHY IMPERVA?  We have experienced the following growth and achievements:

  • Grew revenue 22% to $322 million in 2017
  • Selling to over 5900 customers worldwide
  • 500 partners in 100+ countries worldwide
  • Imperva has been in the Leader’s Quadrant of the Gartner Magic Quadrant for 4 straight years
  • Imperva is also a leader in the Forrester Wave for DDoS Services with the highest score in the “current offering” category

THE OPPORTUNITY:

A Senior TAM is one of Imperva’s most expert, experienced, and sophisticated support staff, acting as a single point-of-contact, for customers who have paid for an extra level of service, to help manage the Incapsula product suite, offering assistance with onboarding and configuration of the different Incapsula products.  Additionally, the TAM provides weekly reports on site status; tuning opportunities; news from the field and mentoring in the use of the Incapsula dashboard.

RESPONSIBILITIES:

  • Support the Imperva product deployments for a full allocation of assigned accounts
  • Act as a single point-of-contact for each assigned customer account
  • Conduct weekly conference calls with ongoing status reports on all customer onboarding, configuration and tuning efforts, cases, feature requests (RFEs) and updates from the field to include release notes.
  • Perform quarterly systems and service reviews
  • Provide updates on open cases and assist with providing accelerated responses for support incidents working directly with Imperva customers, partners, customer account teams and other internal Imperva teams to reach resolution.
  • Perform on-site customer visits for in-depth system health checks or other activities as discussed with the customer (up to two per one-year engagement).
  • Knowledge transfer and technical assistance for customer or TAM team staff
  • Escalating customer’s technical product issues to the Imperva Engineering department and working with them to achieve a resolution.
  • Analyzing Support case trends and customer requirements while working with the Product Teams to help enhance the product.
  • Assessing the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments.
  • Assist other TAMs; consult on their customer onboarding or tuning efforts and assist with any other questions or issues as needed.
  • Be proactive with all the latest technologies concerning Imperva’s products and the underlying technologies and disseminate this knowledge to others on the customer team.
  • Contribute to the Imperva knowledgebase, writing guides, technical how-to articles, etc.
  • Act as a mentor to the TAM team
  • Lead New Hire Training for new TAM personnel

QUALIFICATIONS:

  • Minimum 4 years of high-level Technical Support experience with 4 years of experience working with Security or Network related products.
  • Minimum 3 years as a TAM – P3
  • Excellent Customer Support skills coupled with a BS Degree or equivalent experience.
  • Proven ability to manage complex implementation and onboarding projects, consulting assignments, and technical escalations related to DDoS protection, including infrastructure, DNS and application services, Website security, CDN, and Load Balancing.
  • Demonstrated ability to evaluate business needs, network infrastructure, web application architecture, security requirements, and DNS configurations of clients to deliver appropriate integration solutions.
  • Demonstrated ability to work independently as part of a larger team.
  • Ability to communicate effectively with Development, Quality Assurance, Security, and Sr. Management teams to resolve technical issues;
  • Create and maintain long-term relationships with strategic customers.
  • Knowledge of enterprise applications and Web Application Security (OWASP top 10) understanding.
  • Demonstrated experience in working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls as well as experience with Relational Databases (MSSQL, Oracle, MySQL, or DB2).
  • Prior experience with Linux and other UNIX operating systems.
  • Well-organized with the ability to multi-task and prioritize with minimal supervision.
  • Excellent problem solving skills with a strong sense of customer commitment.
  • Excellent communication (written and verbal) and interpersonal skills.
  • Ability to understand and communicate concepts quickly, succinctly and accurately.
  • Demonstrated aptitude for mastering new software applications.
  • Knowledge of a scripting language such as Perl, Python, Shell

OUR COMPANY Imperva® (NASDAQ: IMPV), is a leading provider of cyber security solutions that protect business-critical data and applications. The company’s SecureSphere™ and Incapsula™ product lines enable organizations to DISCOVER assets and vulnerabilities, PROTECT information wherever it lives – on-premises and in the cloud – and COMPLY with regulations. The Imperva Application Defense Center, a research team comprised of some of the world’s leading experts in data and application security, continually enhance Imperva products with up-to-the minute threat intelligence, and publish reports that provide insight and guidance on the latest threats and how to mitigate them. Imperva is headquartered in Redwood Shores, California. To learn more visit www.imperva.com, www.incapsula.com, our blog, on Twitter

LEGAL NOTICE Imperva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law.   

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