Escalation Engineer

Netskope; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Netskope is looking for an experienced enterprise TAC engineer to work in Bengaluru, Karnataka. The role involves collaborating with a world-class support team and requires a strong background in networking, troubleshooting, and support for large enterprise customers.

The ideal candidate will have a minimum of 7 years of relevant experience and a degree in a related field. Netskope values equal employment opportunities and does not discriminate based on any characteristics protected by law.

Qualifications

• Minimum 7+ years of experience in supporting large enterprise customers.
• Demonstrable experience with UNIX/Linux and Windows based systems.
• Hands-on experience in traffic analysis tools and troubleshooting.

Responsibilities

• Work with a world‑class enterprise technical support team.
• Own and drive escalated support issues.
• Collaborate with various departments on projects.

Skills

Strong networking background and knowledge

Excellent knowledge of network security technologies

Experience with systems installation and administration

Troubleshooting various scenarios and systems

Hands-on experience with traffic analysis tools

Familiarity with scripting languages like Python

Education

B.E / B.Tech / M.Tech degree

Tools

tcpdump

Fiddler

Wireshark

Job description

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.
• Own and drive escalated support issues. Work on critical incident response tasks as required.
• Work on general support tickets 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.
• Assist and mentor frontline support engineers.

Job Requirements

• Minimum 7+ years of experience in supporting large enterprise customers.
• Strong networking background and knowledge. Extensive and in-depth knowledge of TCP/IP, HTTP/HTTPS, cookies & SSL/TLS protocols.
• Excellent knowledge and prior experience supporting network security technologies such as proxies, NG firewalls, SSL/IPSec, VPN’s, DLP, SSO.
• 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.).
• Good understanding of web technologies (JSON, XML, SOAP, REST, HTML5, web services, JavaScripts).
• Hands‑on experience in traffic analysis tools like Fiddler, Wireshark.
• System/server‑side experience for troubleshooting.

Desired Technical Skills

• Hands‑on experience in configuring & testing applications for SAML Single SignOn with various IDPs.
• Experience in WS-Fed & WS-Trust protocols is a plus.
• Prior experience testing HTTP content rewrite solutions.
• Cloud technology (Docker, Kubernetes, open‑source technologies).
• Working experience in Linux, Windows and mobile environments.
• Strong familiarity with one of the scripting languages like Python or Java (Python preferred).

Additional Skills

• Strong verbal and written communication skills. Able to communicate in an open, transparent and consistent manner with team and co‑workers.
• Prior experience mentoring, guiding, managing junior team members.

Education

• B.E / B.Tech / M.Tech degree from a recognised and accredited university/college.

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.