Lookout, Inc. is the endpoint to cloud security company purpose-built for the intersection of enterprise and personal data. We safeguard data across devices, apps, networks and clouds through our unified, cloud-native security platform — a solution that's as fluid and flexible as the modern digital world. By giving organizations and individuals greater control over their data, we enable them to unleash its value and thrive. Lookout is trusted by enterprises of all sizes, government agencies and millions of consumers to protect sensitive data, enabling them to live, work and connect — freely and safely. To learn more about the Lookout Cloud Security Platform, visit www.lookout.com and follow Lookout on our blog, LinkedIn and Twitter.

This position requires:

Own, troubleshoot, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency within and across teams, maintain updates on the case.
Error diagnosis,, debugging, validation, and root cause analysis.
Enable replication of issues to verify product-related bugs.
Contribute to case deflection initiatives, automation, and other digital self-help and assets to improve customer/ engineer experience.
Provide technical leadership and mentoring for Support Engineers.
Act as the primary point of contact for local escalation management for the expertise acquired within a product domain, and take timely action to provide resolution (either technically or strategically).

Technical Skills:

Basic Understanding of APIs and REST calls.
Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.
Good to have experience working with Splunk searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools.
An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
Conversant or working knowledge in Linux
Good to have understanding and exposure on AWS
Good to have understanding and exposure on DLP and SASE
Basic Knowledge of Java, shell scripting (Phython/Ruby/Perl) and SQL is a plus.
Basic Knowledge on Clouds like Office365,Box,Gsuite Etc
Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.

Competencies

Customer Focus & Adaptability
Effective communication
Team and Collaborative Working
Process re-engineering with a Solution mindset
Learning Aptitude

Desired Skills & Experience:

6+ years of experience in Technical Support, Software Services, and/or system administration for a large end-user community, preferably SaaS products.
Proven track record to de-escalate difficult situations with customers, working with executive levels, while multi-tasking between tickets and mentoring your team.
Experience in mentoring other support engineers to grow their technical and troubleshooting skills.
Has supported customers over email, phone, and screen-shares.
Experience working in a high case volume environment and ability to prioritize.
Coordinating training for new hires and conducting training using the skill gap analysis.

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