Netskope is a market-leading cloud security company that focuses on redefining Cloud, Network, and Data Security. The role involves being the primary point of contact for top-class IT administrators, owning escalated support issues, and collaborating with various departments to improve processes and support.
Responsibilities:
- Work with a world-class enterprise technical support team
- Own and drive escalated support issues. Work on critical incident response tasks as required
- Work on general support tickets as required
- Work closely with support managers, engineering and product management on building/improving processes, procedures and tools
- Drive weekly technical team calls along with other technical leads
- Collaborate with various departments and participate in short and long term projects
- Collaborate with other leads to share knowledge on the new issues observed and cascade this to the rest of the teams and field
- Assist and mentor frontline support engineers
Requirements:
- Minimum 8+ years of experience in supporting large enterprise customers
- 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, SSO
- 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.)
- Good understanding of web technologies (JSON, XML, SOAP, REST, HTML5, Web Services, JavaScripts)
- Hands-on experience in traffic analysis tools like Fiddler, Wireshark
- System/server-side experience for troubleshooting
- 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
- B.E /B.Tech /M.Tech degree from a recognised and accredited university/college
- Hands-on experience in configuring & testing applications for SAML Single SignOn with various IDPs
- Experience in WS-Fed & WS-Trust protocols is a plus
- Prior experience of testing HTTP content rewrite solutions
- Cloud Technology (Docker, Kubernetes, Opensource technologies)
- Working experience in Linux, Windows and Mobile environments
- Strong familiarity with one of the scripting languages like Python or Java (Python preferred)