- Be the primary point of contact for all support and escalations tickets
- Be intuitive and inventive by providing solutions and workarounds for customers
- Work with Customers, Sales Engineers, Customer Success to report issues to Engineering Team
- Regularly communicate status update to Customers
- Receive functional, performance and security issues from Customers and promptly follow-up with Engineering and DevOPS
- Self-starter with 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
- Follow published SLA for turning requests around in a timely manner
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 Zendesk or other support portal tools
- Must be able to obtain a security clearance
Education:
- Bachelors or Masters degree
#LI-AF1
Netskope focuses on Enterprise Software, Enterprise Security, Data Security, Software, and Mobile Security. Their company has offices in San Francisco, London, Melbourne, Santa Clara, and Tokyo. They have a very large team that's between employees. To date, Netskope has raised $1.162B of funding; their latest round was closed on January 2023.
You can view their website at or find them on Twitter, Facebook, LinkedIn, and Product Hunt.
Technical Support Engineer - San Jose, United States - Netskope
Description
About the Role:
**This role requires fluency in Portuguese, Spanish AND English.* 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: