SERVICE DELIVERY & SUPPORTABILITY ENGINEER

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, 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 (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. 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.
Responsibilities:

• Work with a world-class enterprise technical support team.
• Own and drive escalated support issues. Work on critical incident response tasks as required.
• Work on general support tickets 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.
• Assist and mentor frontline support engineers.
• Incident management
• RCA authoring for customer delivery

Requirements:

• Must be proficient in spoken English, Spanish and Portuguese.
• Minimum 7+ years of experience in supporting large enterprise customers.
• Strong Networking background and knowledge. Knowledge of TCP/IP, HTTP/HTTPS, Cookies & SSL/TLS protocols
• Excellent knowledge and prior experience supporting network security technologies such as Proxies, NG Firewalls, SSL/IPSec, VPN's, DLP, SSO
• 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.).
• Good understanding of web technologies (JSON, XML, SOAP, REST, HTML5, Web Services, JavaScripts)
• Hands-on experience in traffic analysis tools like Fiddler, Wireshark.
• System/server-side experience for troubleshooting.

Desired Qualifications:

• Hands-on experience in configuring & testing applications for SAML Single SignOn with various IDPs.
• Experience in WS-Fed & WS-Trust protocols is a plus.
• Prior experience of testing HTTP content rewrite solutions.
• Cloud Technology (Docker, Kubernetes, Opensource technologies).
• Working experience in Linux, Windows and Mobile environments.
• Strong familiarity with one of the scripting languages like Python or Java (Python preferred).

Additional Skills:

• Strong verbal and written communication skills. Able to communicate in an open, transparent and consistent manner with team and co-workers.
• Prior experience mentoring, guiding, managing junior team members.

Education:

• B.E /B.Tech /M.Tech degree from a recognized and accredited university/college.

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Netskope 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.

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