Support Specialist
$63,966–$117,263 year
On-siteTexas, United States
Texas, United StatesOn-siteFull Time$63,966–$117,263 yearEnterprise
Full TimeEnterprise
Job Summary
Manage customer cases by ensuring proper priority assignment, accurate customer information, and timely responses while meeting Imperva SLAs. Handle Tier 1 cases, collaborate with Product Support Engineers, and contribute to the Imperva knowledge base by writing guides and technical how-to articles. This role introduces candidates to the Product Support position within the Global Support Team, working alongside peers in Support, Engineering, and Sales Security Engineering.
Required Qualifications
- 2 years' experience in case handling and management
- Must be customer-obsessed
- Good written and verbal customer-centric communication skills
- English required
- Self-motivated and able to work independently while still contributing to the team's success
- Multitasking-capabilities a must
- Detail-oriented with the ability to track work progress
- Applicants must be legally authorized to work in the United States for any employer at the time of hire
- This position will require successfully completing a post-offer background check
Desired Qualifications
- B.S. in Engineering/Computer Science or equivalent experience in a technical field
- Knowledge of Networking Protocols TCP, IP, ISO layers 3, 4 and 7
- Understanding of HTTP, SSL, and databases
- Prior experience in a technical support, customer support, or SaaS/security technology environment
- Familiarity with web application security, cloud services, networking, or infrastructure support concepts
- Experience using customer support or case management tools such as Salesforce, ServiceNow, Jira, or similar platforms
- Ability to troubleshoot technical issues, document findings clearly, and escalate appropriately when additional expertise is required
- Strong customer-facing communication skills with the ability to explain technical information clearly and professionally
- Demonstrated ability to collaborate across Support, Engineering, Sales Engineering, and other internal teams to support customer outcomes
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.