Service Delivery & Supportability Engineer

About Netskope
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.
Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork.

From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive. Visit us at Netskope Careers. Please follow us on Linked In and Twitter @Netskope .

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.

• Work with a world-class enterprise technical support team along with other areas of the organization including sales, engineering, and product management.
• Own and drive escalated support issues. Work on critical incident response tasks 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.
• Incident management
• RCA authoring for customer delivery

• Previous experience working in a escalation management or similar role
• Experience with general IT security technologies and protocols is a plus.
• Prior experience mentoring, guiding, and managing junior team members.
• Project management experience.
• Working experience in Linux, Windows and Mobile environments.

Bachelor's degree or higher preferred.

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