As a Senior Technical Support Engineer, you will be responsible for taking customers call when they have technical questions about Zscaler's web and email security services. As such, it is expected that you will become an expert in the web and security application—both from the customer’s experience (the “front end” or GUI), as well as the underlying logic and key processes that form the basis of the web security solution. You will be challenged to help the customer interpret his experiences using Zscaler’s system and identify the underlying reason for his experiences.
Essential Duties and Responsibilities:
Responding to customer technical questions about product functionality, answer “how do I…?” questions, and investigate/confirm perceived product defects, etc.
Present case studies once a week at Technical Support team meetings.
Maintain open communication with colleagues and management about customer issues
Document all customer issues/cases in CRM system.
Ensure that customer records (contact information and reported issues) are always up-to-date.
Create written summaries of customer “hot topics” for colleagues and management.
Respond to email from customers as professionally as if they were voice conversations.
Seek assistance immediately from colleagues and management when you do not have the ability to fully address a customer’s presenting issue.
Key Competencies Required:
7+ years experience providing technical support on networking technologies
Education: Bachelors in Computer Science required
Skills: Good verbal (spoken and written) and phone skills; sound knowledge of UNIX/FreeBSD; TCP/IP, HTTP, UNIX, or DNS ,excellent troubleshooting skills; able to multi-task.
Zscaler - 20 months ago