Sr. Cloud Support Engineer
Core
Primary point of contact for top-class IT administrators, troubleshooting network security issues, and escalating cases to engineering.
Role type
Senior IC cloud support engineer (network security)
Builds
Customer support resolutions and knowledge base entries for Netskope One platform
Domain
Cloud security, networking, and enterprise IT support
Deliverable
client delivery
Required skills
TCP/IP, network security technologies (Proxies, NG Firewalls, SSL/IPSec, VPNs, SSO), UNIX/Linux and Windows administration, troubleshooting tools (tcpdump), cloud apps familiarity, support portal tools
Preferred skills
DLP and Encryption gateways, Active Directory/LDAP, ServiceCloud
Technologies
Netskope One, NewEdge network, ServiceCloud, tcpdump
Responsibilities
Handle customer support and escalation cases, troubleshoot issues and find workarounds, communicate status updates to customers, follow up with Engineering and DevOps, write technical notes and knowledge base entries, communicate with customers via video conference and telephone
Seniority
Senior, hands-on IC