Product Adoption SME (CASB/SWG)

Product Adoption SMEs at Netskope are responsible for leading the following activities for their respective product areas. This role will focus on the inline security products of Netskope (CASB, SWG, and Client)

• Acting as the Subject Matter Expert (SME) for Inline Cloud Access Security Broker (CASB), Secure Web Gateway (SWG), and Netskope Client product areas.
• Providing Tier-3 level technical assistance to the Customer success (CS) organization (TCSMs and TAMs) regarding product of expertise.
• Leading enablement for frontline teams on inline fundamentals and advanced deployment scenarios.
• Acting as a Feature Design Advisor, translating real-world networking challenges into engineering requirements.

Qualifications:

• Previous experience as a solution architect, consultant, technical marketing engineer or system administrator building, architecting or deploying security solutions
• Previous experience building test labs and reverse engineering product functionality expected behavior.
• Proven track record using it to help drive adoption of products for customers
• Working knowledge of the broader threat landscape and the ability to distill technology trends, and explain complex behaviors in simple terms
• Proven experience working with customers and partners in successful design, deployment and adoptions of products and solutions
• Proven hands-on experience with information security solutions such as CASB, Secure Web Gateway, NGFW, SIEMs, SAML/SSO, and clients.
• Strong knowledge of LDAP, Active Directory, SAML, SSO, RBAC
• Strong knowledge of Security Architecture, Design and Operations
• Knowledge of security and cryptography
• Prior experience in early stage startups
• Self-starter that can work independently and exercise judgment on a regular basis with minimal oversight along with a 'can do' attitude with a willingness to take a hands-on approach
• Strong communication (written and verbal) and presentation skills, both internally and externally
• Strong problem-solving skills
• Must be willing and able to travel occasionally
• Relevant Bachelor's degree; preference for computer science or related degrees

Responsibilities :

• Customer-facing:

  • Participate in customer engagements (cadence calls, escalations, etc.) providing subject matter expertise when needed.
  • Lead and participate in customer webinars and office hour sessions.
  • Create content and knowledge base articles to help enable internal employees and customers.
  • Participate in technical customer advisory board meetings.

Netskope internal:

• Be the go-to contact for the Customer Experience team for questions about best practices in assigned solution areas.
• Maintain a regular communication cadence with Engineering, Platform Engineering, and Product Management of the product area(s);
• maintain a list of key supportability requests and feedback from the team for the product area.
• Participate in internal PRD, design document and TOI reviews for each feature in the product area.
• Have a detailed understanding of the upcoming product roadmap and flag the impact on existing customers.
• Create, maintain, and deliver best practices content (including workshops) for the assigned solution/s based on team feedback and peer reviews.
• Represent CX in all Global Virtual Team for assigned product area(s), and share key learnings with the CX team in a structured format.
• Routinely train the CX team as best practices evolve, and share it during internal training sessions to ensure that that content is available.
• Continuously evaluate the efficacy of available documentation for the assigned solution areas, and work with the techpubs team to improve documentation based on team feedback