Team Lead, Enterprise Services, Americas

Location: Austin, 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.

This is a hybrid role in Austin or can be located in Plano, Texas.

Position Summary
 

As a Team Lead, Enterprise Services you will lead a team who create and maintain long-term relationships with Imperva’s strategic customers, manage and monitor complex implementation in terms of Security, Health, and Performance. Manage engagement and consulting assignments, technical escalations, and work closely with Product  and Customer Success teams for our application security products (Dev, Support, Security, Sr. Management) in order to get issues resolved. You will be a technical authority of Imperva’s Application Security suite, while constantly improving best practices for solutions and services. You will work closely with Management to implement and expand the global Enterprise Services program.

Key Areas of Responsibility 
 

Technical leadership of the Americas ES Team including training, development and formal review of team members. Maintain supervision over operational tasks and provide day-to-day oversight for Enterprise Services Engineers.

Assist management with daily operations, KPIs, executing new initiatives, and expanding ES program.
 

Assist and engage with Sales, Renewals, and CSM teams to increase adoption of ES across Imperva’s customer base by assisting with sales cycle.
 

 As an Imperva AppSec Expert, you are expected to know everything there is to know about how Imperva AppSec offerings work. Conduct thorough investigation of escalations, research different attack vectors, threat patterns, security events, and attack strings to ensure the safety of clients’ data that is accessible through the internet networks
 

 Be a trusted advisor, take ownership of all problems you encounter, and be a team player. Inspire trust, motivate others and build rapport with team members. Ensure adherence to established standards and procedures.
 

 Become a champion by engaging with customers, managing escalations, incidents, and increasing visibility on pain points with their deployments. Work with customers, partners, customer account teams and other internal Imperva teams (Security Threat Research, Product Management, Product development, Customer Success Managers, Quality Assurance, and Operations) to reach timely resolution.
 

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

Develop and implement troubleshooting tools, processes, and ideas that improve efficiency of Enterprise Services delivery. Continually evaluate and enhance proactive monitoring, automation, and reporting initiatives.
 

Analyze customer data such as case trends, traffic, alerts and attack information to make solid recommendations for improving systems health and overall security posture. Research new attack vectors and security solutions to create customized security policies that detect, alert, and prevent malicious request and attacks.

Basic Qualifications
 

Minimum of 4 year bachelors degree in Information Systems or Computer Science or Telecommunications or any Technology field and minimum of 8 years experience in application or network security in a technical customer facing role with at least last 6 years in a application security OR

6 years’ experience in application or network security with a Master’s degree in a technology field with at least 4 years in a Technical Customer facing role.

Minimum of 1 year leadership or management experience with proven ability to lead the team of 6-8 members, drive results, provide feedback/direction, and build relationships with customers and team members in a geographically dispersed environment.
 

Excellent analytical and problem-solving approach alongside self-learning ability. Excellent communication (written and verbal), interpersonal skills, and customer-focused skills.
 

Demonstrated experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, SSL/TLS, Proxies, Firewalls, OWASP Top 10, and