Escalation Engineer (Secure Web Gateway)

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.

Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter@Netskope.

About the position:

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. Netskope is looking for an experienced enterprise TAC engineer who is passionate and motivated to make an impact. You will provide the highest level of Subject Matter Expertise (SME) to internal and external customers.

Job Responsibilities:

Case Management & Incident Response:

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• Own and drive escalated support issues.

• Work on critical incident response tasks as required.

• Work on general support tickets as required.

• Take technical ownership for escalated tickets (as requested by Support Management) to ensure they progress and are resolved satisfactorily.

• Handle complex technical issues that cannot be resolved by L1 and L2 support teams.

• Own Engineering tickets end-to-end, monitor tickets for more information, and review updates, ensuring technical queries are addressed and JIRA is kept updated for follow-ups.

Collaboration & Knowledge Sharing:

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• Work closely with support engineers, engineering, and product management on building/improving processes, procedures, and tools.

• Assist and mentor frontline support engineers.

• Participate in weekly technical calls with Engineering to discuss solutions, share insights, and gather input on complex issues to address bugs and implement fixes.

• Collaborate with other SMEs to share knowledge on new issues observed and cascade this to the rest of the teams and field.

• Close the knowledge gap of the team by improving/building runbooks based on learning from escalated cases.

• Notify internal teams about any major issues or updates to the known issue page.

Enablement & Reporting:

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• Participate in content creation and enablement, including providing modular training to the team in key product areas, customer webinars, knowledge hub, and office hours.

• Participate in product reviews with Product Management and Engineering, highlighting technical product challenges and supportability gaps.

Job Requirements:

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Networking & Security:

• Strong Networking background and knowledge.

• Extensive and in-depth knowledge of TCP/IP, HTTP/HTTPS, Cookies & SSL/TLS protocols.

• Excellent knowledge and prior experience supporting network security technologies such as Proxies, NG Firewalls, SSL/IPSec, VPN’s, DLP, and SSO.

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Troubleshooting & System Administration

• Strong experience troubleshooting, configuring, and administering UNIX/Linux and Windows environments, including deep-dive analysis of system behavior. Prior exposure to Active Directory or LDAP–based authentication workflows is highly desirable.

• Expert in troubleshooting various scenarios and systems by using knowledge of common tools (like tcpdump) and protocols (TCP/IP, NTP, DNS, DHCP, etc.).

• Hands-on experience in traffic analysis tools like Fiddler and Wireshark.

• System/server-side experience for troubleshooting.

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Web & Cloud:

• Good understanding of web technologies (JSON, XML, SOAP, REST, HTML5, Web Services, JavaScripts).

• Cloud Technology (Docker, Kubernetes, Opensource technologies).

• Working experience in Linux, Windows and Mobile environments.

Desired Technical Skills:

• Hands-on experience in configuring & testing applications for SAML Single SignOn with various IDPs.

• Experience in WS-Fed & WS-Trust protocols is a plus.

Additional Skills:

• Strong verbal and written communication skills.

• Able to communicate in an open, transparent and consistent manner with team and co-workers.

• Prior experience mentoring, guiding, managing junior team members.

• Determined and ever ready to roll up sleeves to respond to the needs of customers proactively and promptly.

• Believe in innovation and out-of-the-box thinking to foster the originality of ideas.

• Prior experience working with Salesforce/Zendesk or other support portal tools.

• Achievement orientated and willing to take responsibility for own actions.

Education:

• Bachelor degree (BSc) preferred.

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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.

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