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 Cloud, Network and Data Security.
Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, San Francisco, Seattle, Bangalore, London, Melbourne, and Tokyo.
Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork.
From catered lunches and office celebrations to employee recognition events (pre and hopefully post-Covid) and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive.
Visit us at Netskope Careers and follow us on Twitter Netskope and Facebook.
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.
In this job you will :
Be the primary point of contact for all support and escalations tickets
Be intuitive and inventive by providing solutions and workarounds for customers
Work with Customers, Sales Engineers, Customer Success to report issues to Engineering Team
Regularly communicate status update to Customers
Receive functional, performance and security issues from Customers and promptly follow-up with Engineering and DevOPS
Self-starter with 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
Follow published SLA for turning requests around in a timely manner
Qualifications / 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 Zendesk or other support portal tools
Bachelors or Masters degree