Service Delivery & Supportability Engineer

Netskope; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading cloud security firm in Greater London is seeking a Service Delivery & Supportability Engineer. You will be the primary contact for top-class IT administrators and will work closely with the technical support team. The ideal candidate should have experience in escalation management, a background in IT security, and the ability to mentor junior staff. This role involves collaborating with various departments and managing escalated support issues while contributing to overall process improvements.

Benefits

Catered lunches

Employee recognition events

Social professional groups

Qualifications

• Experience working in an escalation management or similar role.
• Experience with IT security technologies and protocols is a plus.
• Prior experience mentoring, guiding, and managing junior team members.
• Project management experience is necessary.
• Working experience in Linux, Windows, and Mobile environments.

Responsibilities

• Work with a world-class enterprise technical support team.
• Own and drive escalated support issues.
• Collaborate with support managers and other departments.
• Drive weekly technical team calls.
• Provide incident management.
• Author RCA for customer delivery.

Skills

Escalation management

IT security technologies

Mentoring and guiding

Project management

Linux

Windows

Mobile environments

Education

Bachelor’s degree or higher

Job description

Service Delivery & Supportability 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. Netskope is looking for an experienced enterprise TAC engineer who is passionate and motivated to make an impact.

Job Responsibilities

• Work with a world‑class enterprise technical support team along with other areas of the organization including sales, engineering, and product management.
• Own and drive escalated support issues. Work on critical incident response tasks as required.
• Work closely with support managers, engineering and product management on building/improving processes, procedures and tools.
• Drive weekly technical team calls along with other technical leads.
• Collaborate with various departments and participate in short and long‑term projects.
• Collaborate with other leads to share knowledge on new issues observed and cascade this to the rest of the teams and field.
• Incident management.
• RCA authoring for customer delivery.

Job Requirements

• Previous experience working in an escalation management or similar role.
• Experience with general IT security technologies and protocols is a plus.
• Prior experience mentoring, guiding, and managing junior team members.
• Project management experience.
• Working experience in Linux, Windows and Mobile environments.

Education

Bachelor’s degree or higher preferred.

Equal Employment Opportunity

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.

How to Apply

Interested in this position? Please submit your resume and cover letter through the application portal.