Sr. Cloud Support Engineer

About Netskope

Today theres 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:

Netskopes 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 in 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
• 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.)
• Familiarity with cloud apps and services
• Strong empathy for customers AND passion for revenue and growth
• Excellent Communications and Interpersonal Skills required with a passion for the Cloud and related new technologies.
• Prior experience working with Salesforce ServiceCloud or other support portal tools
• May be required to have a flexible schedule that includes some weekend days

Education:

• Bachelors degree preferred

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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.

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Required Experience:

Senior IC