Senior Technical Support Specialist
hace 5 días
**Company Overview**
Zscaler is a leading cloud security company that processes over 50 billion transactions daily in its cloud to protect customers.
**Job Description**
We are seeking a Senior Product Support Engineer to join our growing Customer Care Organization. This role will provide world-class post-sales technical support directly to customers and partners, managing escalated issues requiring high levels of technical and communicative attention.
The ideal candidate will work with accounts needing longer-term support and more frequent check-ins, engaging with customers on escalated support issues or critical situations.
Main Responsibilities:
- Hold daily/weekly get-well calls with customers having escalated issues
- Engage with customers on escalated support issues or critical customer situations
- Provide expert systems design, recommendations, and configurations
- Perform in-depth diagnostics and troubleshooting using networking tools
- Assist customers with testing or troubleshooting of networking or cloud service issues
- Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering, and Operations teams
- Maintain ticket database, logging issues and customer interactions
- Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert
Qualifications:
- 5+ years of support and networking experience required
- Bachelor's Degree in Computer Science, Computer Engineering, or equivalent advanced industry certifications
- Proven experience escalating technical customer issues
- Very strong verbal and written communication skills (English)
- Working knowledge of networking and security products and enterprise network infrastructure
- Zscaler Experience a plus
- Excellent customer-facing communication skills
- Strong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers
- Experience with web technologies including HTTP, SSL
- Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
- Authentication systems such as LDAP, MS AD etc
- Knowledge of protocols such as HTTP, SMTP, FTP, DNS
- Experience with operating systems such as Linux, Unix, and Free BSD
- Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
- Working knowledge of Apache and IIS Web Server administration
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