Professional Services Engineer - Netskope
Chicago, IL
About the Job
Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.
Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events (pre and hopefully post-Covid) and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter@Netskope.
*This position must sit in the Eastern Standard Time zone or Central Standard Time zone.
The Professional Services Engineers (PSE) is an integral part of the professional services organization at Netskope. The PSE functions as an extension to the customer’s technical teams. In general, each PSE is assigned to several customers for an extended period of time from a few months to possibly one or more years.
The PSE may have to perform their duties at the customer’s location. The PSE, working closely with the assigned Technical Success Manager (TSM) or Technical Account Manager (TAM), focuses on ensuring Netskope solution roll out, deployment, testing, and function as the first line of support.
Working directly with the largest and most strategic customers, the PSE provides all the required hands-on-keyboard activities for the Netskope platform, at the customer’s direction.
Successful candidates have a strong technical background in networking, cloud technology, and information security. The ideal candidate has a customer-centric mind-set; is a proactive team player who possesses the empathy to build strong relationships; drives customer loyalty and helps ensure the customer realizes the fastest customer ROI for Activation of the Netskope Cloud Security platform.
- Directly integrate with the customer’s security and cloud teams, acting as an extension to existing customer staff helping with all Netskope Cloud Security platform-related activities
- Working closely with the Netskope Customer Success team, the PSE serves as the trusted technical consultant for Customer’s project team responsible for the Netskope platform
- Provide hands-on deployment support of the Netskope Cloud Security platform including configuration, integration and deployment support, to accelerate the customer's journey from pilot deployment to full production
- Collaborate with the customer success team to generate comprehensive customer-facing documentation based on Netskope best practices and the customer’s specific configuration
- Enable the customer’s relevant teams to be fully familiar with Netskope products features and capabilities, as well as becoming increasingly self-sufficient in day-to-day operations
- Directly assist with policy creation, configuration, and fine-tuning
- Collaborate with the Netskope pre- and post-sales teams to identify and assess customer needs. These may include added-value products and services such as new products and features, and training opportunities
- Create knowledge base content to capture new learning for reuse with the customer and throughout the company and user base
- Escalate customer issues to management when appropriate
- Highlight any concerns regarding customer retention and/or growth to the relevant Netskope team members and collaborate on action plans to address; with the aim of retaining and building our customer relationships
- Provide weekly status reporting to the customer and to the Netskope management team
- Experience with working with a Fortune 500 company, including onsite at the customer’s
locations - Proven experience deploying, managing, and supporting secure web gateway, firewall, and
cloud security applications (CASB, SASE, SSE) - Experience with advanced DLP solutions. Understanding of DLP policies creation and processes
- Expert level knowledge of HTML, JavaScript, and AJAX
- Working knowledge of scripting language (Perl/Python)
- Understanding of data encryption technologies
- Working understanding of business compliance requirements like: HIPAA, PCI, PII, ITAR,
GLBA, SOX, GDPR, etc - Prior experience in hyper-growth company a plus
- Extension of professional services
- Sell with TAM or TSM as appropriate
- Hands-on work for Netskope Cloud Security Platform on behalf of the customer
- Provide weekly status reporting
- Implement policy in the Netskope systems and keep the system up to date with best practices
- Advise account team on new sales opportunities\
- Engage with customer success and support to manage escalations on behalf of Customer
- Bachelor Degree in Computer Science or equivalent technical experience
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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 statues, 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.
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