IT Support Analyst

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, Paris, 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 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.

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

• Analyze ticket trends weekly using dashboards and AI-assisted reporting; surface insights to the Service Desk