Technical Support Engineer

Found in: beBee jobs US - 2 weeks ago


San Jose, California, United States Netskope Full time

About the Role:

**This role requires fluency in Portuguese, Spanish AND English.*

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 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

Requirements:

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
Must be able to obtain a security clearance

Education:
Bachelors or Masters degree

#LI-AF1
Netskope focuses on Enterprise Software, Enterprise Security, Data Security, Software, and Mobile Security. Their company has offices in San Francisco, London, Melbourne, Santa Clara, and Tokyo. They have a very large team that's between employees. To date, Netskope has raised $1.162B of funding; their latest round was closed on January 2023.
You can view their website at or find them on Twitter, Facebook, LinkedIn, and Product Hunt.

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