Escalation Engineer

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.
• 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 Requirments:

• 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.

Education:

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