Escalation Manager

About the position:

Must be a United States citizen to be eligible for access to Netskope’s US federal and Canadian compliance environments

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 customers. Netskope is looking for an experienced enterprise Escalation Manager who is passionate and motivated to make an impact.

Job Responsibilities

• Work with a world-class enterprise technical support team along with other areas of the organization including sales, engineering, and product management.
• Own and drive escalated support issues. Work on critical incident response tasks as required.
• Work closely with support managers, engineering and product management on building/improving processes, procedures and tools.
• Drive weekly technical team calls along with other technical leads.
• Collaborate with various departments and participate in short and long term projects.
• Collaborate with other leads to share knowledge on the new issues observed and cascade this to the rest of the teams and field.
• Incident management
• RCA authoring for customer delivery

Requirements

• Must be proficient in the English language
• Must be a United States citizen to be eligible for access to Netskope’s US federal and Canadian compliance environments
• Minimum 7+ years of experience in supporting large enterprise customers.
• Excellent soft skills including professional communication (written and verbal), customer service, de-escalation tactics, and expectation management
• Strong verbal and written communication skills. Able to communicate in an open, transparent and consistent manner with team and co-workers.
• Excellent organizational skills and ability to multitask in a face paced environment
• Leadership skills and qualities to drive conversations, hold teams or individuals accountable for delivering results, and to keep investigations on track
• Ability to participate in an on-call rotation for weekend and holiday coverage
• Experience performing an incident management role within a large organization with proven capability to manage and update customer facing notifications
• Proficient in using productivity tools such as Microsoft Office 365 or Google Suite
• Networking background and knowledge of TCP/IP, HTTP/HTTPS, Cookies & SSL/TLS protocols
• Knowledge and prior experience supporting network security technologies such as Proxies, NG Firewalls, SSL/IPSec, VPN’s, DLP, SSO
• Good understanding of web technologies (JSON, XML, SOAP, REST, HTML5, Web Services, JavaScripts)
• Experience working in an organization that centers around IT security including cloud, on-prem, etc. Intermediate knowledge of security techniques and technologies.

Preferred:

• Previous experience working in an escalation management or similar role
• Experience with general IT security technologies and protocols is a plus.
• Prior experience mentoring, guiding, and managing junior team members.
• Project management experience.
• Working experience in Linux, Windows and Mobile environments.

Education

• BSc degree or higher preferred.

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