Cloud Support Engineer

hace 4 días

San José, San José, Costa Rica Netskope A tiempo completo

About NetskopeToday, 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 Please follow us on and Twitter.
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.Responsibilities: Be the primary point of contact for technical support and escalation casesRegularly communicate status updates to CustomersBe intuitive and inventive to troubleshoot issues and find workarounds for customersWork collaboratively with peers, customers, Sales, Customer Experience, and othersReceive functional, performance and security issues from Customers and promptly follow-up with Engineering and DevOPSBe a self-starter with the ability to multi-task in a high-pressure, fast-paced, fast growth environmentWrite technical notes, application notes, case studies, knowledge base articles, and solutions for the Support PortalComply with published response targets associated with customer support casesRegularly communicate with customers via video conference and telephone Job Requirements: 5+ years of experience in supporting large enterprise customersStrong TCP/IP knowledgeExcellent knowledge and prior experience supporting network security technologies such as: Proxies, NG Firewalls, SSL/IPSec, VPN's, SSOFamiliarity with DLP and Encryption gatewaysDemonstrable 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 servicesStrong empathy for customers AND passion for revenue and growthExcellent Communications and Interpersonal Skills required, with a passion for the Cloud and related new technologies.Prior experience working with Salesforce ServiceCloud or other support portal toolsMay be required to have a flexible schedule that includes some weekend days Education: Bachelors degree preferred 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.Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to for more details.

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