Sr. Cloud Support Engineer

About Netskope

Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.

Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter@Netskope.

About the position:

Netskope's customers include some of the largest Fortune 500 companies that demand best in class customer support. You will be the primary point of contact for dealing with top-class IT administrators.

Responsibilities:

• Be the primary point of contact for customer support and escalation cases
• Regularly communicate status updates to Customers
• Be intuitive and inventive to troubleshoot issues and find workarounds for customers
• Work collaboratively with peers, customers, Sales, Customer Success, and others
• Receive functional, performance and security issues from Customers and promptly follow-up with Engineering and DevOPS
• Be a self-starter with the ability to multi-task in a high-pressure, fast-paced, fast growth environment
• Write technical notes, application notes, case studies, knowledge base entries, and solutions for the Support Portal
• Comply with published response response associated with customer support cases
• Regularly communicate with customers via video conference and telephone
• Cross-functional collaboration with other departments
• Develop and implement plans of action to proactively address customer needs

Job Requirements:

• 8+ years of experience in supporting large enterprise customers
• Strong TCP/IP knowledge
• Advanced knowledge and prior experience supporting network security technologies such as: Proxies, NG Firewalls, SSL/IPSec, VPN's, SSO
• Advanced troubleshooting experience across a multitude of networking and security technologies
• Experience with DLP and Encryption gateways
• Demonstrable experience with systems installation, configuration and administration of UNIX/Linux and Windows based systems (prior Active Directory/LDAP experience desirable)
• Expert in troubleshooting various scenarios and systems by using knowledge of common tools (tcpdump) and protocols (TCP/IP, NTP, DNS, DHCP, etc.)
• Experience with cloud apps and services
• Strong empathy for customers AND passion for revenue and growth
• Advanced Communications and Interpersonal Skills required, with a passion for the Cloud and related new technologies.
• Prior experience working with Salesforce ServiceCloud or other support portal tools
• May be required to have a flexible schedule that includes some weekend days

Education:

• Bachelors or Masters degree preferred

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Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.

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