Technical Support Engineer

The Technical Support Engineer will be required to handle internal and external customer interactions via email, phone, online and/or messaging applications in support of Zscaler’s FedRAMP Cloud Solutions. The job responsibilities encompass coordination and collaboration with Federal Sales, Pre-Sales, Support, and Finance for new Support requests as well as working directly with Zscaler Engineering. The Engineer should be detail-oriented, process-driven, and proactive in responding to and handling different queries., * Ability to adhere to FedRAMP compliance requirements/assigned tasks

• Engage with multiple teams and act as POC for Federal Provisioning needs

• All support personnel will pass the following courses and achieve the following certifications within the first 90 days of hire:

• Zscaler for Users Essentials (Certification)

• Zscaler for Users Advanced (Certification)

• Other - As specified by Client over the lifecycle of the Agreement (certifications and training may vary as the availability\offering\technology changes)

• Answering product related queries through Client’s Case application and inbound calls. Meeting SLAs. Ensure consistent Customer satisfaction (NPS/CSAT).

• Document all Customer communication in Client’s Case application

• Escalate cases to the next Skill Level in a timely manner

Required:

• 5+ Years of Product Support experience, troubleshooting basic product/network issues

• Must be a U.S. Citizen

Desired:

• Associate’s degree in information technology or related field or equivalent industry certifications

• Performance Bonuses and annual salary reviews

• Health, dental, and vision insurance

• Short Term Disability, Long Term Disability, and Life Insurance

• 401(k) plan with company match

• Opportunities for professional growth and development

• A collaborative and inclusive work environment