Technical Account Manager

Location: Texas, United States of America

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

As a Technical Account Manager, you will create and maintain long-term relationships with Imperva strategic customers, manage complex implementation and onboarding projects. Manage consulting assignments and technical escalations, as well work closely with HQ teams for our Incapsula Cloud and SecureSphere products (Dev, QA, Security, Sr. Management) in order to get issues resolved. You will become a technical authority of Incapsula Cloud and SecureSphere WAF and DAM technologies, while constantly improving best practices for solutions and services: DDoS protection - infrastructure, DNS and cloud-based application services, Website security, CDN, Load Balancing, and SIEM integrations.

Key Areas of Responsibility 

• Support the Imperva cloud and on-premise security product deployments for assigned accounts.

• Keep customer teams up to date via ongoing status about onboarding, configuration, and tuning efforts, cases, feature requests (RFEs) and current news from the field on the latest security trends and developments as well as product release notes.

• Perform quarterly systems health checks and service reviews.

• Become a champion by accelerating case closures or increasing visibility on pain points with their deployments. Work with customers, partners, customer account teams and other internal Imperva teams to reach timely resolutions.

• Create and deepen customer relationships by performing on-site customer.

• Analyze customer data such as case trends, traffic, alert and attack information to make solid recommendations for improving systems health and overall security posture.

Minimum Qualifications: 

• Minimum 3 years’ experience in a Technical Support (tier 2-3) role.

• Documented experience as Technical Account Manager, or Pre/Post Sales background within the web/network/information security industries.

• Minimum of 3 years’ experience working with Cloud, Security or Network related products.

• Excellent Customer Support skills coupled with a BS Degree or equivalent experience.

• Knowledge of enterprise applications and Web Application Security (OWASP top 10) understanding.

• Prior experience with Linux and other UNIX operating systems.

• Knowledge of a scripting language such as Perl, Python, Shell

The anticipated …