Sr.Escalation Engineer

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)