Netskope IT Support Analyst role at Netskope focused on AI-driven IT support operations. Provide L1/L2 support, build AI-powered self-service solutions, and drive continuous improvement to reduce ticket volume.
Responsibilities
We are looking for an IT Support Analyst who leads with AI — someone who doesn't just use AI tools as productivity boosters but builds, prompts, and iterates on them to fundamentally change how IT support works. You will be the primary hands-on technologist on our St. Louis support team, resolving employee issues while continuously driving down ticket volume through intelligent automation and self-service. This role sits at the intersection of IT operations and AI enablement: you will both close tickets today and help eliminate the need for those tickets tomorrow.
AI-Powered Support Operations
Act as primary point of contact for internal employee IT issues via ticket submission, Slack, and in-person walk-ups — with an AI-first triage mindset.
Build and maintain AI-driven self-service solutions: prompt-engineer Slack bots, configure intelligent auto-responses, and create Jira automation rules that resolve common issues without human touch.
Continuously identify high-volume, repetitive tickets and leverage automation and AI to eliminate them at the root.
Own knowledge base quality: use AI tools to surface gaps, draft articles, and keep documentation current so employees can self-serve before they ever open a ticket.
Technical Support & Escalation
Provide L1/L2 support for endpoints and standard enterprise apps.
Troubleshoot hardware, software, and network connectivity issues; escalate complex cases to L3 teams with clear, AI-assisted diagnostic summaries.
Support employee onboarding and offboarding: provisioning accounts, shipping/retrieving devices, and coordinating with HR.
Assist with endpoint management tasks — patching, enrollment, policy compliance.
Drive Continuous Improvement
Qualification
Bachelor Degree Preferred
Required
10+ years selling cybersecurity and networking technologies
Successful track record selling to C-level executives in F1000 accounts
Verifiable quota achievement year after year
Local enterprise customer relationships in targeted geography
Experience establishing and fostering strong Channel Partner relationships
Understanding of enterprise web technologies and SaaS
