Enterprise Customer Support Specialist

2 weeks ago

Mumbai Kolkata Delhi, India beBeeCustomerSupport Full time ₹ 15,00,000 - ₹ 28,00,000
Job Title

Overview

Netskope customers include Fortune 500 companies demanding top-class customer support. You will be the primary point of contact for dealing with top-class IT administrators.

Job Responsibilities

  • Work with a world-class technical support team spread across APAC, NAM and EMEA.
  • Own and drive escalated support issues. Work on critical incident response tasks as required.
  • General support tickets are also assigned to you as needed.
  • Collaborate with support managers, engineering and product management on improving processes, procedures and tools.
  • Drive weekly technical team calls along with other technical leads.
  • Participate in short and long term projects collaborating with various departments.
  • Share knowledge observed by you and cascade it to the rest of the teams and field.
  • Mentor frontline support engineers and assist them when required.

Requirements

  • A minimum of 7+ years of experience in supporting large enterprise customers is required.
  • Strong networking background and knowledge including TCP/IP, HTTP/HTTPS, Cookies SSL/TLS protocols.
  • Excellent knowledge and prior experience in supporting network security technologies such as Proxies, NG Firewalls, SSL/IPSec, VPNs, DLP, SSO.
  • Demonstrable experience in systems installation, configuration and administration of UNIX/Linux and Windows based systems (prior Active Directory/LDAP experience is desirable).
  • Expertise in troubleshooting various scenarios and systems using common tools like tcpdump and protocols like TCP/IP, NTP, DNS, DHCP, etc.
  • Good understanding of web technologies including JSON, XML, SOAP, REST, HTML5, Web Services, JavaScripts.
  • Hands-on experience in traffic analysis tools like Fiddler, Wireshark.
  • System/server-side experience for troubleshooting is necessary.

Desired Skills

  • Hands-on experience in configuring testing applications for SAML Single SignOn with various IDPs.
  • Experience in WS-Fed WS-Trust protocols is an added advantage.
  • Prior experience of testing HTTP content rewrite solutions is desired.
  • Cloud Technology experience including Docker, Kubernetes, Opensource technologies.
  • Working experience in Linux, Windows and Mobile environments is required.
  • Strong familiarity with scripting languages like Python or Java (Python is preferred).

Additional Requirements

  • Strong verbal and written communication skills to communicate effectively with team members.
  • Prior experience in mentoring, guiding and managing junior team members.
  • Determination to roll up sleeves and respond promptly to customer needs.
  • Innovation and out-of-the-box thinking to foster new ideas.
  • Prior experience working with Salesforce/Zendesk or other support portal tools is beneficial.
  • Results-driven and willing to take responsibility for actions.

Education

  • Bachelor's/Master's degree from a recognized university/college.

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