Sr. Cloud Support Engineer

Join the Future of Security at Netskope

Netskope (NASDAQ: NTSK) is a leader in modern security and networking for the cloud and AI era. We secure and accelerate cloud, data, and AI in real time, everywhere. Thousands of customers, including more than 30 of the Fortune 100, trust the Netskope One platform, its Zero Trust Engine, and the powerful NewEdge network to gain full visibility and control without performance trade-offs.

At Netskope, our technology is driven by our greatest strength: our people. We believe that belonging powers innovation, and success is both personal and organizational. We embrace differences in gender, ethnicity, beliefs, ability, and identity, creating an environment where every voice is heard and respected. We empower our employees to bring their authentic selves to work, grow their careers through continuous education and mentorship, and lead with transparency and curiosity. Join a team where you belong, where you are encouraged to be an entrepreneur, and where together, we continue to redefine the landscape of security.

Visit Careers at Netskope to learn more. Follow us on LinkedIn and Instagram.

NOTE: This role is working with North America customers (Eastern/Central Time)

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.

Responsibilities:

Be the primary point of contact for customer support and escalation cases

Regularly communicate status updates to Customers

Be intuitive and inventive to troubleshoot issues and find workarounds for customers

Work collaboratively with peers, customers, Sales, Customer Success, and others

Receive functional, performance and security issues from Customers and promptly follow-up with Engineering and DevOps

Be a self-starter with the 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

Comply with published response response associated with customer support cases

Regularly communicate with customers via video conference and telephone

Job Requirements:

5-8 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 ServiceCloud or other support portal tools

May be required to have a flexible schedule that includes some weekend days

Education:

Bachelor's (BSc) or Master's (MSc) degree 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.

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.

The application window for this position is expected to close within 50 days. You may apply by filling out the below information, or visiting our Netskope Careers site.