Required Skills

Troubleshooting MCSE Business intelligence Technical support

Work Authorization

  • Citizen

Preferred Employment

  • Full Time

Employment Type

  • Direct Hire

education qualification

  • UG :- - Not Required

  • PG :- - Not Required

Other Information

  • 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.



  • 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.



  • 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.

Company Information