$100K — $150K *
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.
In this job you will:
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
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
Bachelors or Masters degree
Valid through: 9/22/2020