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Service Reliability Engineer



Bengaluru, Karnataka, India
Posted on Monday, December 11, 2023

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, 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 role

Please note, this team is hiring across all levels and candidates are individually assessed and appropriately leveled based upon their skills and experience.

The Product and Performance Engineering (PPE) Team ensures the availability and performance of Netskope’s applications, particularly in the area of end-user experience. This team is a post-incident escalation point for issues where the root cause is not immediately clear, or it has been determined that more than one service component (infrastructure or application) contributed to overall impairment. This team owns the determination of the root cause in such cases. Typically, the individual assigned to a specific issue will build a “tiger team” of individuals from across the company who have deep knowledge in a particular area and coordinate activities between these individuals to form and execute on a unified plan. The PPE team is ultimately responsible for the outcome (resolution) of the issue.

What’s in it for you

PPE is seeking a production service-oriented, self-driven, and motivated Service Reliability Engineer to join the team and help to expand our global Application / Services Escalation capabilities. This is an ideal role for an engineer who is passionate about analyzing and troubleshooting a broad spectrum of problems related to applications, systems, and networks.

Required skills and experience

  • 5+ years of experience working in a large-scale cloud operations role
  • Experience with Linux operating systems and command line interfaces
  • Experience with network troubleshooting and packet capture analysis
  • Experience with Application Security, SSO and Proxy technologies
  • Deep understanding of IP, TCP, UDP, HTTP/SSL/TLS/DTLS protocols, and certificate management
  • A mindset of participating and collaborating in the building of tools and solutions
  • Strong experience in DNS and GTM/GSLB
  • Broad and deep experience with Network and Application Security.
  • The ability to perform advanced troubleshooting and driving issues to closure through collaboration with Support, Ops and Product Engineering teams.
  • The ability to manage investigations as part of a large-scale incident.
  • Strong written and verbal communication skills, and the ability to write SOPs, Runbooks and Troubleshooting guides based on the pattern of escalations of a given product, and the ability to automate the same to enhance operational efficiency and user experience.
  • In addition to per-incident escalation responsibilities, you will also be expected to actively participate in the product life cycle, including scoping, scaling, monitoring, and risk remediation activities related to your area of expertise.


  • BSCS or equivalent required, MSCS or equivalent strongly preferred


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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