About Netskope
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, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, 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 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. Please follow us on LinkedIn and Twitter@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. Netskope is looking for an experienced enterprise TAC engineer 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
Job Requirements:
- Must be proficient in both English and Spanish languages
- 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)
Desired Technical Skills:
- 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:
- Bachelor's (BSc) degree or higher preferred.
#LI-NS1Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to Netskope's Privacy Policy for more details.
