Cloud Support Engineer

Netskope

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.

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, 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 Salesforce ServiceCloud or other support portal tools
May be required to have a flexible schedule that includes some weekend days.
Must be able to obtain a security clearance.

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.
Available for after-hours on-call support as needed.