Cloud Security Support Professional

hace 4 semanas


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

About Netskope

Netskope is a cloud security company that has been redefining Cloud, Network and Data Security since 2012. We are the market-leading cloud security provider with an award-winning culture and hundreds of employees spread across offices globally.

Our core values of openness, honesty, and transparency drive our partnerships, collaboration, and teamwork. From catered lunches to employee recognition events and social professional groups like AWON, we strive to make work fun, supportive and interactive.

About the Position:

You will be the primary point of contact for dealing with top-class IT administrators from Fortune 500 companies who demand best-in-class customer support.

Key Responsibilities:

  1. Be the main point of contact for customer support and escalation cases
  2. Regularly communicate status updates to Customers
  3. Be intuitive and inventive to troubleshoot issues and find workarounds for customers
  4. Work collaboratively with peers, customers, Sales, Customer Success, and others
  5. Receive functional, performance, and security issues from Customers and promptly follow-up with Engineering and DevOPS
  6. Be a self-starter with the ability to multi-task in a high-pressure, fast-paced, fast growth environment
  7. Write technical notes, application notes, case studies, knowledge base entries, and solutions for the Support Portal
  8. Comply with published response time associated with customer support cases
  9. 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

We offer a competitive salary range of $120,000 - $180,000 per year, depending on experience. Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment.



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