Escalation Engineer

hace 2 semanas

San José, Costa Rica Netskope A tiempo completo

**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

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 Netskope's Privacy Policy for more details.

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