Sr. Cloud Support Engineer

Netskope; Massachusetts; On-site; USD 80,000 - 100,000; Full time

Job summary

A leading cloud security company seeks an experienced customer support professional to serve Fortune 500 clients. The role involves troubleshooting complex issues, collaborating across teams, and ensuring high-quality customer service in a fast-paced environment.

Qualifications

• 8+ years of experience in supporting large enterprise customers.
• Strong knowledge of network security technologies.

Responsibilities

• Primary point of contact for customer support and escalation cases.
• Communicate status updates to customers regularly.
• Collaborate with Engineering and DevOPS on issues.

Skills

TCP/IP

Troubleshooting

Communication

Customer Empathy

Tools

Salesforce ServiceCloud

Job description

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 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 times 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, VPNs, SSO.
• Advanced troubleshooting experience across a multitude of networking and security technologies.
• Experience with DLP and Encryption gateways.
• Experience with systems installation, configuration, and administration of UNIX/Linux and Windows-based systems (prior Active Directory / LDAP experience desirable).
• Expertise in troubleshooting various scenarios and systems using tools like tcpdump and protocols such as TCP/IP, NTP, DNS, DHCP, etc.
• Experience 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 related technologies.
• Prior experience with support portal tools like Salesforce ServiceCloud.
• Flexibility to work some weekend days if required.

Education :

Netskope is committed to equal employment opportunities for all employees and applicants. We do not discriminate based on religion, race, color, sex, marital or veteran status, age, national origin, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy, or any other characteristic protected by law.

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