Product SME - Adoption

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:

Product Adoption SMEs at Netskope are responsible for leading the following activities for their respective product areas. This role will focus on the data security products of Netskope (ZTNA and Borderless WAN).

• Acting as the Subject Matter Expert (SME) for ZTNA, and SD-WAN product areas.

• Architecting complex network integration solutions (tunneling, traffic steering, routing) for enterprise customers.

• Providing Tier-3 level technical assistance to the Customer success (CS) organization (TCSMs and TAMs) regarding network connectivity and firewall traversal.

• Leading enablement for frontline teams on networking fundamentals and advanced deployment scenarios.

• Acting as a Feature Design Advisor, translating real-world networking challenges into engineering requirements.

Job Requirements:

• Network Architecture & Engineering: 8+ years of experience as a Network Architect, Network Security Engineer, or Technical Consultant with deep expertise in routing, switching, and firewalling.

• VPN & ZTNA Transition: Deep understanding of legacy remote access technologies (IPsec/SSL VPNs, Concentrators) and hands-on experience migrating these to Zero Trust Network Access (ZTNA) architectures.

• SD-WAN & Routing: Strong working knowledge of SD-WAN technologies and dynamic routing protocols (BGP, OSPF, EIGRP) required for traffic steering and site-to-cloud connectivity.

• Firewall Expertise: Hands-on experience configuring and troubleshooting Next-Gen Firewalls (NGFW) and Security Gateways (e.g., Palo Alto Networks, Fortinet, Cisco, Check Point)..

• Packet Analysis: Ability to troubleshoot complex connectivity issues (latency, throughput, packet loss, MTU/MSS mismatches) using Wireshark or similar packet capture tools.

• Cloud Networking: Knowledge of public cloud networking constructs (AWS Direct Connect/Transit Gateway, Azure ExpressRoute, GCP Cloud Interconnect)

General Skills & Education:

• Security Stack: Familiarity with Web Proxies (SWG), CASB, and DLP is a plus, but the primary focus is on the transport and access layers (L3/L4).

• Protocols: Deep understanding of TCP/IP, UDP, HTTP/S, DNS, GRE, and IPsec.

• Soft Skills: Strong problem-solving skills with a track record of explaining complex networking concepts to both C-level executives and network engineers.

• Self-Starter: Ability to work independently in a fast-paced environment with minimal oversight.

• Education: Relevant Bachelor's degree (Computer Science/Engineering); Industry certifications such as CCNP/CCIE, JNCIE, PCNSE, or equivalent networking certifications are highly preferred.

Responsibilities:

• Customer-facing:

- Network Design Workshops: Lead architectural reviews to ensure customers are configuring IPsec/GRE tunnels, ZTNA connectors, and endpoint clients correctly for their specific network topology.
- Complex Troubleshooting: Engage in high-severity escalations where network latency, throughput, or connectivity issues are blocking adoption.
- Legacy Migration: Advise customers on best practices for retiring legacy VPN concentrators and MPLS links in favor of ZTNA and Internet-based SD-WAN overlays.
- Content Creation: Create white papers and knowledge base articles specifically regarding network configuration.

• Netskope internal

- Be the go-to contact for the Customer Success team for questions about best practices in assigned solution areas.
- Maintain a regular communication cadence with Engineering, Platform Engineering, and Product Management of the product area(s); maintain a list of key supportability requests and feedback from the team for the product area.
- Participate in internal PRD, design document and TOI reviews for each feature in the product area.
- Have a detailed understanding of the upcoming product roadmap and flag the impact on existing customers.
- Create, maintain, and deliver best practices content (including workshops) for the assigned solution/s based on team feedback and peer reviews.
- Represent CS in all Global Virtual Team for assigned product area(s), and share key learnings with the CS team in a structured format.
- Routinely train the CS team as best practices evolve, and share it during internal training sessions to ensure that that content is available.
- Continuously evaluate the efficacy of available documentation for the assigned solution areas, and work with the techpubs team to improve documentation based on team feedback

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