Knowledge Engineer (Tel Aviv)

Job Description

The Knowledge engineer works with R&D developers / PM / QA and other groups to understand the implementation of product features, thus can be transferred (create reading materials other than the product user guide, dedicate training sessions, exercises / LABs, etc.) to the support group in order to understand the feature, how it works and how to support / troubleshoot it.
This role involves creating and delivering training of highly technical, challenging and constantly-changing subjects to various teams, as well as the planning and implementation of technical documentation to support complex problem solving and customer relations. This is an extremely dynamic and creative role, which interfaces with multiple departments throughout the company and provides the opportunity to learn and grow.
Responsibilities:

• Serve as a technical focal point on Imperva products, helping support in getting the technical knowledge they need.
• Full responsibility for new hire training in support – create, manage and deliver training new hires.
• Manage measure and enhance the effectiveness of the knowledge repositories used by the services group and the company as a whole.
• Create, manage and deliver training on new technologies, procedures and features to support teams.
• Plan and oversee the implementation and enhancement of the Imperva customer portal, knowledgebase and community.
• Lead and coordinate various initiatives aimed at constantly enhancing the abilities, effectiveness and efficiency of customer-facing functions – from technical skills to processes and soft skills.

Qualifications:

• Deep knowledge of TCP/IP
• Deep knowledge of HTTP - advantage
• Experience and understanding of Unix-like operating systems
• An extremely fast learner
• Excellent analytical and problem solving skills
• Excellent communication (written and verbal) skills
• Experience in delivering technical training – Advantage
• Experience in content management – Advantage
• BSC degree in Computer Science or related field – Advantage.
• Big-picture-oriented, self-managed and creative
• Travel required as needed.