IT Support Analyst
IT, Customer Service
St. Louis, MO, USA
USD 51k-70k / year + Equity
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, 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.
About the Role:
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.
Responsibilities Include:
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 Director.
- Participate in problem management: when the same issue recurs, own it to root cause and build the fix — whether that's a knowledge article, an automation, or an escalated infrastructure change.
- Test and evaluate new AI tools, integrations, and workflows; document what works and share learnings with the broader team.
Job Requirements:
The right candidate is intellectually curious, asks questions before assuming, and gets restless when a repetitive problem doesn't have a solution yet. Technical skills can be learned; this mindset can't.
- Curiosity and drive: you investigate problems thoroughly, ask why before escalating, and follow threads until you understand them.
- AI-first instinct: you already reach for AI tools when you're stuck, learning something new, or looking for a faster way — and you've built something with them, even if small.
- Clear communicator: you can explain a technical issue to a non-technical employee and you thoroughly document your steps, eliminating the guess work for others.
- Ownership mindset: when something breaks or keeps breaking, you don't wait for someone to assign it. You pick it up.
- Hands-on IT experience: You’ve spent time in a Service Desk support role— we want to see that you've solved real technology problems for real people.
Technologies
- Familiarity with macOS and/or Windows troubleshooting.
- Experience with Okta, Google Workspace, Jira, or similar enterprise tools.
- Exposure to MDM platforms (Intune, Kandji, NinjaOne) or endpoint management concepts.
- Experience building automations: Jira Automation, Slack workflows, Python/Bash scripts, or no-code tools.
- CompTIA A+, ITIL Foundations, or equivalent certification.
Why This Role:
This is not a traditional helpdesk role. You will have direct ownership of AI tooling decisions, automation architecture, and the employee support experience for a global SaaS company. You will work alongside engineers, program managers, and leadership who are actively investing in making IT an AI-native function — and you will be a core part of making that real.
Education:
- Bachelor’s degree preferred
- Related network and security certifications are a plus
#LI-JR1
Compensation:
At Netskope, salary is one component of our competitive total rewards package. The salary range for this position is as listed below. This is a national range. For purposes of complying with applicable laws, the range applies to candidates in California, Colorado, Illinois, Maryland, New York, Washington, and other states.
The successful candidate’s starting pay will also be determined based on job-related skills, experience, qualifications, location, and market conditions.
For all sales roles, the posted salary range is the On Target Earnings (OTE) range for the role, which is the sum of base salary and target commission amount at 100% goal achievement.
In addition to salary, candidates may be eligible for other forms of compensation such as participation in a bonus plan (for non-sales roles) and a stock award program. Candidates may also be eligible for a comprehensive health plan and other benefits that can be reviewed at Netskope Benefits site.
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.
Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to Netskope's Privacy Policy for more details.
The application window for this position is expected to close within 50 days. You may apply by filling out the below information, or visiting our Netskope Careers site.