Cloud Security Support Specialist

hace 7 días


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

About Netskope

We are a leading cloud security company that protects data wherever it goes. Our mission is to redefine cloud, network, and data security. We strive to create a culture of openness, honesty, and transparency, where employees can thrive and grow.

About the Position

We are seeking a Cloud Security Support Specialist to join our team. As a primary point of contact for customer support, you will be responsible for dealing with top-class IT administrators. You will be the go-to person for troubleshooting issues and finding workarounds for customers.

Responsibilities

  • Be the primary point of contact for customer support and escalation cases
  • Regularly communicate status updates to Customers
  • Be intuitive and inventive to troubleshoot issues and find workarounds for customers
  • Work collaboratively with peers, customers, Sales, Customer Success, and others
  • Receive functional, performance, and security issues from Customers and promptly follow-up with Engineering and DevOPS
  • Be a self-starter with the 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
  • Comply with published response time associated with customer support cases
  • Regularly communicate with customers via video conference and telephone

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 ServiceCloud or other support portal tools
  • May be required to have a flexible schedule that includes some weekend days

Education

  • Bachelors or Masters 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 status, 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 our Privacy Policy for more details.



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