Cloud Support Engineer

Join Netskope, a market leader in cloud security, and be the primary point of contact for providing top-notch technical support to our Fortune 500 customers. You'll troubleshoot issues, develop workarounds, and collaborate with various teams to ensure customer satisfaction.

Responsibilities:
* Serve as the main point of contact for technical support and escalations.
* Provide regular status updates to customers.
* Troubleshoot issues and develop creative workarounds.
* Collaborate with peers, customers, sales, and engineering teams.
* Address functional, performance, and security issues, escalating to Engineering and DevOps as needed.
* Be a proactive self-starter, capable of multitasking in a fast-paced environment.
* Create technical documentation, including notes, application guides, case studies, and knowledge base articles.
* Meet published response targets for customer support cases.
* Communicate regularly with customers via video conference and phone.

Job Requirements:
* 5+ years of experience supporting large enterprise customers.
* Strong TCP/IP knowledge.
* Excellent knowledge of network security technologies (Proxies, NG Firewalls, SSL/IPSec, VPN’s, SSO).
* Familiarity with DLP and Encryption gateways.
* Experience with systems installation, configuration, and administration of UNIX/Linux and Windows-based systems (Active Directory/LDAP desirable).
* Expertise in troubleshooting using common tools (tcpdump) and protocols (TCP/IP, NTP, DNS, DHCP, etc.).
* Familiarity with cloud apps and services.
* Strong empathy for customers and a passion for revenue and growth.
* Excellent communication and interpersonal skills.
* Experience with Salesforce ServiceCloud or other support portal tools.
* Flexible schedule may be required, including some weekends.

Education:
* Bachelor's degree preferred.

Netskope is an equal opportunity employer committed to diversity and inclusion.