Escalation Engineer

About the position:

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.

Job Responsibilities:

• Work with a world-class enterprise technical support team. Teams are spread across APAC, NAM and EMEA.
• 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.

Job Requirements:

• 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, 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.

Desired Technical Skills :

• 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).

Additional Skills:

• 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 orientated and willing to take responsibility for own actions.

Education:

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