• Citizen

• Full Time

• Direct Hire

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 11th Aug 2022

About Role :

Escalation Management

• Expert member of the technical problem solving/problem avoidance team, routinely sought after to address technically complex, mission critical or politically hot customer issues, driving ownership of issues through resolution.

• Possess an in-depth level of Skyhigh Security product knowledge and demonstrate proven ability to manage complex customer issues and escalations.

• Advocate for Skyhigh Security at customer Cxx levels providing world class customer service.

Coaching

• Coach/Mentor/Support customer facing teams to drive swift issue mitigation for our customers for active support escalations.

• Provide coaching/mentoring assistance up to and including Executive level to internal stakeholders.

Enablement

• Develop reusable technical enablement content: job aids, KB articles, method of procedure, troubleshooting trees, best practice guides, demo videos, technical presentations, etc.

• Review/test new features as they are released and deliver technical KT to internal teams.

• Create internal certifications to drive technical competencies within customer facing teams.

Process Improvement

• Collaborate effectively to identify/develop innovative support process solutions to simplify and drive efficiency.

• Leverage Business Intelligence and drive opportunities via post-mortems to support need for change and aide decisions making.

Product Improvement

• Provide in-depth problem determination and verification, including (but not limited to) complex Root Cause Analysis reports.

• Engage with Engineering teams to diagnose product defects.

Product Adoption

• Work cross functionally with Product, Engineering and Support teams to build best practices for adopting Skyhigh Security products.

• Provide How to technical enablement sessions to Skyhigh Security customers through scalable webinar sessions and individual customer meetings focused on specific outcomes.

• Deliver internal enablement to drive technology adoption at scale through training and building adoption playbooks.

• Identify trends in Customer Scorecard health data to identify gaps in technology adoption and help close those gaps by building a plan to action.

About You :

• 10 or more years of relevant work experience supporting customers in a technical environment.

• Demonstrated competency related to PCs, Networks, OS platforms, HTTP, TCP/IP, SSL/IPSec, SWG, Firewalls, VPN, Sandboxing, Cloud, DLP.

• Working knowledge of scripting (Perl,Python) is a plus.

• Vendor certification CISSP, CCIE, CCNP, JNCIE, MCSE a distinct advantage.

• Demonstrated ability to learn complex software tools quickly and explain those concepts to peers and customers.

• Advanced troubleshooting and debugging skills with a passion for problem solving and investigation.

• Excellent customer service and teamwork skills.

• Excellent written and verbal communication skills.

• Professional demeanor and high level of business acumen to maintain and enhance customer relationships.

• Strong ability to influence.

• Should be able to perform assigned duties with a great degree of independence requiring minimal direction.