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.
*LI-MS1