Sr. Escalations Engineer

Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. 

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. Netskope is looking for an experienced enterprise TAC engineer who is passionate and motivated to make an impact.

You will provide the highest level of SME expertise to internal and external customers, build advanced technical expertise, and handle the most complex and critical technical issues that require deep expertise and experience.

• Own and drive escalated support issues.
• Work on complex and critical escalations as required.
• Take technical ownership for escalated tickets to ensure they progress and are resolved satisfactorily.
• Handle the most complex and critical technical issues that require deep expertise and experience.
• Own Engineering tickets end-to-end, monitor tickets for more information, review subsequent updates, and help address technical queries, keeping tickets updated for follow-ups.

• Ability to analyze complex escalations, correlate patterns across multiple customer cases, and identify underlying systemic issues.
• Perform deep root-cause analysis, isolate defects, and provide clear technical guidance to Engineering for long-term fixes and product improvements.

• Drive weekly technical cross team calls along with other technical leads.
• Mentoring new hires.
• Close the knowledge gap of the team by improving/providing and reviewing runbooks based on learning from escalated cases.
• Assist and mentor frontline support engineers.

• Work closely with support leads, engineering and product management on building/improving processes, procedures, and tools.
• 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.
• Participate in the weekly technical calls with Engineering for their areas of expertise to discuss potential solutions, share insights, and gather input on complex issues to address bugs and implement fixes.
• Notify internal teams about any major issues or updates in the product. 
• Sending field notification / known production issues.

• Participate in content creation and enablement, including providing modular training to the team in key product areas, customer webinars, CSG knowledge hub, and office hours.
• Participate in Quarterly product reviews with Product Management and Engineering. Help team leads with technical challenges and supportability challenges which they can present.

• Minimum 7+ 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, and SSO.

• Strong experience troubleshooting, configuring, and administering UNIX/Linux and Windows environments, including deep-dive analysis of system behavior. Prior exposure to Active Directory or LDAP based authentication workflows is highly desirable.
• Expert in troubleshooting various scenarios and systems by using knowledge of common tools (like tcpdump) and protocols (TCP/IP, NTP, DNS, DHCP, etc.).
• Hands-on experience in traffic analysis tools like Fiddler and Wireshark.
• System/server-side experience for troubleshooting.

• Good understanding of web technologies (JSON, XML, SOAP, REST, HTML5, Web Services, JavaScripts).
• Cloud Technology (Docker, Kubernetes, Opensource technologies).
• Working experience in Linux, Windows and Mobile environments.

• Hands-on experience in configuring & testing applications for SAML Single SignOn with various IDPs.
• Experience in WS-Fed & WS-Trust protocols is a plus.
• Familiarity with one of the scripting languages like Python or Java (Python preferred).

• 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.
• Determined and ever ready to roll up sleeves to respond to the needs of customers proactively and promptly.
• Believe in innovation and out-of-the-box thinking to foster the originality of ideas.
• Prior experience working with Salesforce/Zendesk or other support portal tools.
• Achievement oriented and willing to take responsibility for own actions.

• B.E /B.Tech /M.Tech degree from a recognised and accredited university/college. 
  

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Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.

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The application window for this position is expected to close within 50 days. You may apply by filling out the below information, or visiting our Netskope Careers site.