Escalation Engineer
Netskope
Bengaluru, Karnataka, IndiaPosted 1 month ago
Skill Required
Technical SupportSOCIAMEngineeringCloud SecurityJavaScriptKubernetesnetworkingWiresharkFirewallsecuritybuildingwrittenetc.)TestNGPythonDockerTCP/IPLinuxCloudHTMLVPNJavaDNSCryptographyAI
Key highlights
- Minimum 7+ years of experience required
- Enterprise TAC engineer role
- Inclusive and innovative work environment
Role overview
Netskope (NASDAQ: NTSK) is a leader in modern security and networking for the cloud and AI era, securing and accelerating cloud, data, and AI in real time. The company seeks an experienced enterprise TAC engineer to serve as the primary point of contact for top-class IT administrators, driving escalated support issues, critical incident response, and collaboration with cross-functional teams to improve processes and tools. Netskope fosters an inclusive, innovative environment where employees are empowered to grow their careers through mentorship and continuous education.
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.
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.
- Strong verbal and written communication skills. Able to communicate in an open, transparent and consistent manner with team and co-workers.
- B.E /B.Tech /M.Tech degree from a recognised and accredited university/college.
Nice to have
- 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).
- Prior experience mentoring, guiding, managing junior team members.
Additional details
- 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 status, 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.