Cloud Security Operations Leader

hace 2 semanas


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

About the Role

We are looking for a highly skilled Cloud Security Operations Leader to join our team at Netskope. As a key member of our Support organization, you will be responsible for building, leading, and scaling a talented, agile, flexible, and world-class SaaS cybersecurity support organization.

Responsibilities

  • Create and drive tools and processes with the Support team to ensure deep engagement and lifetime value of customers.
  • Recruit, develop, and lead Cloud Security Engineers across North America.
  • Partner with Escalation Managers for customer issues to ensure they are resolved quickly.
  • Evaluate customer feedback and communicate internally to enable ongoing improvement of Netskope products and services.
  • Utilize data-driven decisions to improve operational performance such as SLA, TTR, CSAT, etc.

Required Experience and Skills

  • 3 years of leadership experience leading teams to support large enterprise customers.
  • TCP/IP knowledge.
  • Knowledge and prior experience supporting network security technologies such as Proxies, NG Firewalls, SSL/IPSec, VPNs, SSO.
  • Expert with DLP and Encryption gateways.
  • Demonstrable experience with systems installation, configuration, and administration of UNIX/Linux and Windows based systems.
  • Experience troubleshooting various scenarios and systems using knowledge of common tools and protocols.
  • Strong empathy for customers and passion for driving revenue and high-growth.
  • Strong problem-solving and analytical skills.
  • Prior experience working with Zendesk, Salesforce, or other support portal tools.

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