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Escalation Engineer
hace 1 mes
**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.
**About the position**:
**Responsibilities include**:
- Be the technical resolution owner and voice of authority representing Netskope Borderless SD-WAN Escalation team.
- Work with customers and support teams to review and capture the reported issue and scope it accurately
- Collaborate with product and engineering teams to investigate, replicate and drive critical issues to resolution while advocating for the customer
- Work with QA teams to build system test cases to improve the test coverage and help reduce the field issues
- Use the knowledge gained to contribute to the knowledge base via documents and training
- Use the expertise and experience to make quality serviceability recommendations for our product
- Work with peers and build scripts / tools that helps in the identification of customer-facing issues
- Mentor other engineers on sophisticated troubleshooting, and debugging skills
**Job Requirements**:
- 6+ years experience as a Support / Escalation engineer working in a Networking / Security Product.
- 2+ years experience with scripting experience to help develop tools / scripts.
- Understanding of Networking concepts - Switching & Routing Protocols,TCP/IP, SSL/TLS, IPSec, GRE, VPN, Firewall, Load balancing, SD-WAN
- Experience in one or more of the programming languages: Unix Shell, Python, Go
- Experience with Docker, VM, Kubernetes is highly desirable.
- Experience with GCP, AWS cloud and automation in a highly available, scalable and distributed system production environment will be a plus.
**Additional Skills**:
- Great written and verbal communication
- CCNP / CCIE on Routing & Switching or Security is highly preferred.
- Ability to work for a geo-distributed cross-functional group
**Education**:
- BS or MS in Computer Science or similar technical degree or equivalent experience
LI-AG2
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