Sr. Cloud Support Engineer

Indiasenior

OtherCloud Support Engineer

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Quick Summary

Overview

About Netskope 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…

Key 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,…

Technical Tools

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Netskope (NASDAQ: NTSK) is a leader in modern security and networking for the cloud and AI era. We secure and accelerate cloud, data, and AI in real time, everywhere. Thousands of customers, including more than 30 of the Fortune 100, trust the Netskope One platform, its Zero Trust Engine, and the powerful NewEdge network to gain full visibility and control without performance trade-offs.

At Netskope, our technology is driven by our greatest strength: our people. We believe that belonging powers innovation, and success is both personal and organizational. We embrace differences in gender, ethnicity, beliefs, ability, and identity, creating an environment where every voice is heard and respected. We empower our employees to bring their authentic selves to work, grow their careers through continuous education and mentorship, and lead with transparency and curiosity. Join a team where you belong, where you are encouraged to be an entrepreneur, and where together, we continue to redefine the landscape of security.

Visit Careers at Netskope to learn more. Follow us on LinkedIn and Instagram.

About the Role

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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

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→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 response associated with customer support cases
→Regularly communicate with customers via video conference and telephone

Requirements

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5-8 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, VPN’s, 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 ServiceCloud or other support portal tools
May be required to have a flexible schedule that includes some weekend days

Bachelor's (BSc) or Master's (MSc) 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.

Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to Netskope's Privacy Policy for more details.

The application window for this position is expected to close within 50 days. You may apply by filling out the below information, or visiting our Netskope Careers site.