Cloud Support Engineer

Today, there are more data and users outside the enterprise than inside, causing the traditional network perimeter to dissolve. We recognized the need for a new perimeter, built in the cloud, that follows and protects data wherever it goes. This led to the founding of Netskope, aimed at redefining Cloud, Network, and Data Security.

Since 2012, we have established a market-leading cloud security company with an award-winning culture, supported by hundreds of employees across Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency. We foster partnerships, collaboration, and teamwork through open desk layouts, large meeting spaces, and social events such as catered lunches, employee recognition, and professional groups like the Awesome Women of Netskope (AWON). Visit us at [website] and follow us on [social media platforms].

About the position :

Netskope’s clients include some of the largest Fortune 500 companies, demanding top-tier customer support. You will be the primary contact for dealing with high-level IT administrators.

Responsibilities :

• Serve as the primary contact for technical support and escalation cases.
• Provide regular status updates to customers.
• Troubleshoot issues and develop workarounds proactively.
• Collaborate with peers, customers, sales, and customer experience teams.
• Address functional, performance, and security issues by coordinating with Engineering and DevOps.
• Manage multiple tasks in a fast-paced, high-pressure environment.
• Document technical solutions, case studies, and knowledge base articles.
• Meet response time targets for customer support cases.
• Communicate regularly with customers via video and phone.

Job Requirements :

• 5+ years supporting large enterprise customers.
• Strong TCP/IP knowledge.
• Experience with network security technologies such as proxies, NG firewalls, SSL/IPSec, VPNs, SSO.
• Familiarity with DLP and encryption gateways.
• Experience with UNIX/Linux and Windows systems administration; Active Directory/LDAP experience preferred.
• Proficiency in troubleshooting using tools like tcpdump and protocols such as TCP/IP, NTP, DNS, DHCP.
• Knowledge of cloud applications and services.
• Strong customer empathy and passion for growth.
• Excellent communication and interpersonal skills, with enthusiasm for cloud technologies.
• Experience with support tools like Salesforce ServiceCloud is a plus.
• Flexibility to work some weekends if required.

Education : LI-NS1

Netskope is an equal employment opportunity employer. We do not discriminate based on religion, race, color, sex, marital status, veteran status, age, national origin, disability, sexual orientation, gender identity/expression, genetic information, pregnancy, or any other protected characteristic.

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