SkyHigh Networks (Acquired by McAfee) is a CASB vendor serving roughly 600 customers (Fortune 1000 and enterprises)Tierless support organizationRoughly 70 engineers worldwide organized in pods of technology excellence. Overall McAfee has 800+ Tech Support professionalsSupport team sits with engineering and cloud opsCustomer Success Managers do consultative work (not comped on renewal) Big shift in Support has come due to “Cloudification” Important to focus on overall customer experience rather than on an individual metric like first response time etc. Robust certification process for new employeesTechnology stack - Consolidated with Salesforce, Financial force (professional services), tight integration with JIRA, Inquira (Knowledge Management), Exploring Chatbots (Aisera - doing pilot on consumer side for how-to cases).Support app for customersIncoming cases - 98% (email and web), 2% (phone)How-to/Break-Fix Split - For on-prem (30/70), cloud (10/90)Recommended Read - Good to Great by Jim Collins
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