Cloud Support Engineer

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 [website] and follow us on [social media platforms].

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 technical 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 Experience, 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 articles, and solutions for the Support Portal.
• Comply with published response targets associated with customer support cases.
• Regularly communicate with customers via video conference and telephone.

Job Requirements :

• 5+ years of experience supporting large enterprise customers.
• Strong TCP/IP knowledge.
• Excellent knowledge and prior experience supporting network security technologies such as proxies, NG firewalls, SSL/IPSec, VPNs, SSO.
• Familiarity with DLP and encryption gateways.
• Experience with systems installation, configuration, and administration of UNIX/Linux and Windows systems (Active Directory/LDAP experience desirable).
• Expert in troubleshooting various scenarios and systems using tools like tcpdump and protocols like TCP/IP, NTP, DNS, DHCP, etc.
• Familiarity with cloud apps and services.
• Strong empathy for customers and passion for revenue and growth.
• Excellent communication and interpersonal skills, with a passion for the Cloud and new technologies.
• Prior experience with support portal tools like Salesforce ServiceCloud.
• Flexible schedule that includes some weekend days may be required.

Education : LI-NS1

Netskope is committed to equal employment opportunities and does not discriminate based on any protected characteristics. We respect your privacy; please refer to [privacy policy link] for more details.

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