Cloud Support Engineer

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 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, 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 Service Cloud or other support portal tools
• May be required to have a flexible schedule that includes some weekend days

Education:

• Bachelor's (BSc) degree preferred

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