Technical Solutions Expert
hace 1 semana
**About Zscaler**
Zscaler is a leading provider of cloud-based security solutions. We process over 50 billion transactions daily, protecting our customers worldwide.
As a Technical Solutions Expert, you will be part of our team that delivers world-class post-sales engineering and services assistance to enterprises and service providers.
You will interact with customers in a professional and efficient manner to resolve their highest priority challenges, drive product adoption, and promote best practices.
The role requires strong troubleshooting and customer management skills, as well as a thorough understanding of Internet protocols, information security, and networking.
Main Responsibilities
- Manage, escalate, and drive satisfactory resolution of customers' technical, service, and infrastructure issues based on Zscaler products and technologies.
- Manage implementation and consulting projects, planning, scheduling, and implementing Zscaler solutions for customers or service providers.
- Help develop, drive implementation of, and maintain best practices for effective operation of Zscaler products.
- Own technical escalations from the region and drive them to resolution.
- Assist on rare occasions when contacted by assigned Enterprise accounts for critical business impact P0/P1 escalations during non-operational hours.
- Create and facilitate communication channels between the account and product management/engineering teams in Zscaler.
- Proactively inform customers about cloud updates, upgrades, and ensure necessary action to maintain availability and customer satisfaction.
- Provide on-site and virtual product training to assigned Enterprise accounts.
- Pro-actively develop and deliver notifications of new Zscaler products and technologies to assigned Enterprise accounts.
- Pro-actively monitor reporting and consumption information along with policy configurations of Zscaler technologies at customer sites and make on-going recommendations to enhance overall experience.
- Help develop and maintain content in both internal and customer-facing Knowledge Bases.
- Maintain intimate knowledge of all Zscaler products and services.
- Provide clear and constructive product feedback to Zscaler Product Management based on customer requirements to help shape the future of the platform.
Qualifications
- 4-5 years of technical engagement experience with accounts (either pre or post-sales) is required.
- Experience in implementing/supporting web and/or network security solutions is required.
- Experience in the high-tech networking and information security industry is required.
- Committed desire to provide customer satisfaction.
- Strong written and verbal communication skills.
- In-depth understanding of enterprise networks and infrastructure.
- Strong Troubleshooting and customer management skills is a must.
- In-depth understanding of TCP/IP, including reading packet captures and general diagnostics is required.
- Understanding of modern authentication frameworks and platforms (e.g. SAML, SCIM, Okta, Azure AD etc.) is required.
- Practical understanding of system administration (Windows, MacOS, Linux etc.) is required.
- Experience with FreeBSD and Linux in general is desired.
- Practical understanding of common Internet protocols (e.g. HTTP, SSL/TLS, DNS, FTP etc.) is required.
- Basic Shell Scripting/Programming Experience (bash, Perl, etc.) is an added advantage.
- SQL experience is an added advantage.
- Understanding of various routing and switching architectures (Cisco, Juniper, etc.) is an added advantage.
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