Sr. Cloud Support Engineer at Netskope in Massachusetts

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 LinkedIn and Twitter@Netskope. 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. Responsibilities: Be the primary point of contact for customer support and escalation cases Regularly communicate status updates to Customers Be intuitive and inventive to troubleshoot issues and find workarounds for customers Work collaboratively with peers, customers, Sales, Customer Success, and others Receive functional, performance and security issues from Customers and promptly follow-up with Engineering and DevOPS Be a self-starter with the 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 Comply with published response response associated with customer support cases Regularly communicate with customers via video conference and telephone Job Requirements: 5-8 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 ServiceCloud or other support portal tools May be required to have a flexible schedule that includes some weekend days Education: Bachelors or Masters degree preferred #LI-DP1 Compensation: At Netskope, salary is one component of our competitive total rewards package. The salary range for this position is as listed below. This is a national range. For purposes of complying with applicable laws, the range applies to candidates in California, Colorado, Illinois, Maryland, New York, Washington, and other states. The successful candidate’s starting pay will also be determined based on job-related skills, experience, qualifications, location, and market conditions. For all sales roles, the posted salary range is the On Target Earnings (OTE) range for the role, which is the sum of base salary and target commission amount at 100% goal achievement. In addition to salary, candidates may be eligible for other forms of compensation such as participation in a bonus plan (for non-sales roles) and a stock award program. Candidates may also be eligible for a comprehensive health plan and other benefits that can be reviewed at Netskope Benefits site. Salary Range $85,500—$173,000 USD 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. Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to Netskope's Privacy Policy for more details. 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.