Netskope
About this role
Netskope's customers include Fortune 500 companies whose IT administrators expect senior support, and this is the escalation tier behind that. You would be the primary contact for escalated support issues, own and drive them to resolution, and work critical incident response when it is needed. The technical substance is networking and web security: deep TCP/IP, HTTP and HTTPS, cookies and SSL/TLS knowledge, plus prior experience supporting proxies, next generation firewalls, VPN, DLP and single sign on. Traffic analysis with tools like Wireshark and tcpdump is core to the work rather than occasional. Beyond the tickets, the role has a shaping component: driving weekly technical team calls with other leads, working with support managers, engineering and product management to improve processes and tools, and mentoring frontline support engineers. This is a senior individual contributor track, not a people management one.
Who this is for
What the posting requires:
- Minimum 7+ years of experience supporting large enterprise customers.
- Strong networking background, with extensive and in depth knowledge of TCP/IP, HTTP and HTTPS, cookies and SSL/TLS protocols.
- Prior experience supporting network security technologies such as proxies, next generation firewalls, SSL and IPSec, VPNs, DLP and SSO.
- Demonstrable experience installing, configuring and administering UNIX, Linux and Windows based systems. Active Directory or LDAP experience is desirable.
- Expert troubleshooting across scenarios and systems using common tools such as tcpdump and protocols including TCP/IP, NTP, DNS and DHCP.
- Good understanding of web technologies including JSON, XML, SOAP, REST, HTML5, web services and JavaScript.
- Hands on experience with traffic analysis tools such as Fiddler and Wireshark.
- System and server side experience for troubleshooting.
- A B.E., B.Tech or M.Tech degree from a recognised and accredited university.
Desired technical skills:
- Hands on experience configuring and testing applications for SAML single sign on with various identity providers. WS-Fed and WS-Trust experience is a plus.
- Prior experience testing HTTP content rewrite solutions.
- Cloud technology including Docker, Kubernetes and open source tooling.
- Working experience across Linux, Windows and mobile environments.
- Strong familiarity with a scripting language, Python or Java, with Python preferred.
- Prior experience mentoring and guiding junior team members.
What the work actually looks like:
- Own and drive escalated support issues to resolution.
- Work critical incident response tasks as required, and general support tickets as required.
- Work with support managers, engineering and product management to build and improve processes, procedures and tools.
- Drive weekly technical team calls alongside other technical leads.
- Share knowledge on new issues with the wider team and field.
- Assist and mentor frontline support engineers.
Location and working pattern: Bengaluru. Netskope describes open desk offices, so expect an in office team. Office days are not stated.
Application timing: the posting states the application window is expected to close within 50 days.
Honest fit guidance: this is a deep networking and security support role at the escalation tier. If your support experience is application level rather than packet level, the required list will be the gap.
- Minimum 7+ years of experience supporting large enterprise customers.
- Strong networking background, with extensive and in depth knowledge of TCP/IP, HTTP and HTTPS, cookies and SSL/TLS protocols.
- Prior experience supporting network security technologies such as proxies, next generation firewalls, SSL and IPSec, VPNs, DLP and SSO.
- Demonstrable experience installing, configuring and administering UNIX, Linux and Windows based systems. Active Directory or LDAP experience is desirable.
- Expert troubleshooting across scenarios and systems using common tools such as tcpdump and protocols including TCP/IP, NTP, DNS and DHCP.
- Good understanding of web technologies including JSON, XML, SOAP, REST, HTML5, web services and JavaScript.
- Hands on experience with traffic analysis tools such as Fiddler and Wireshark.
- System and server side experience for troubleshooting.
- A B.E., B.Tech or M.Tech degree from a recognised and accredited university.
Desired technical skills:
- Hands on experience configuring and testing applications for SAML single sign on with various identity providers. WS-Fed and WS-Trust experience is a plus.
- Prior experience testing HTTP content rewrite solutions.
- Cloud technology including Docker, Kubernetes and open source tooling.
- Working experience across Linux, Windows and mobile environments.
- Strong familiarity with a scripting language, Python or Java, with Python preferred.
- Prior experience mentoring and guiding junior team members.
What the work actually looks like:
- Own and drive escalated support issues to resolution.
- Work critical incident response tasks as required, and general support tickets as required.
- Work with support managers, engineering and product management to build and improve processes, procedures and tools.
- Drive weekly technical team calls alongside other technical leads.
- Share knowledge on new issues with the wider team and field.
- Assist and mentor frontline support engineers.
Location and working pattern: Bengaluru. Netskope describes open desk offices, so expect an in office team. Office days are not stated.
Application timing: the posting states the application window is expected to close within 50 days.
Honest fit guidance: this is a deep networking and security support role at the escalation tier. If your support experience is application level rather than packet level, the required list will be the gap.
Apply on company site
Opens www.netskope.com, the employer's own application page. Applying is always free.