About Netskope
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.
About the position:
Netskope is looking for an experienced Salesforce Service Cloud Administrator / Developer to join our GTM Systems Team. This role will be primarily responsible for maintaining and enhancing our Service Cloud and Experience Cloud environments and will provide technical support for our Customer Success organization. The ideal candidate will have experience leading technical solution design and development and will have strong technical and communication skills.
Responsibilities:
- Administer, configure, and support all aspects of Netskope’s Service Cloud environment
- Manage the customer support community and community users in Experience Cloud
- Act as the main technical resource for the Technical Support team and support their Service Cloud enhancements roadmap
- Manage the configuration of the Knowledge Base in Service Cloud
- Configure and maintain entitlement processes
- Maintain and optimize omnichannel case routing, case escalations, and case notifications
- Design and configure chatbot functionality
- Proactively monitor for and troubleshoot technical issues
- Work closely with other Salesforce Administrators and Developers that support Sales Cloud and CPQ
Requirements:
- 3+ years of experience administering Service Cloud & Experience Cloud at an enterprise SaaS company
- Salesforce Certified Administrator
- Salesforce Certified Service Cloud Consultant (preferred, but not required)
- Hands on experience with technical solution design and development using APEX and flows
- Experience with the end to end development process, such as sprints, including request evaluation, estimating level of effort, project rollouts, and post mortems
- Familiarity with standard Salesforce sharing architecture
- Understanding of customer support processes in B2B SaaS environments
Education:
- Bachelor's degree in related field
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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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