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    Sr. Product Support Engineer - Dallas, United States - Zscaler

    Zscaler
    Zscaler Dallas, United States

    3 weeks ago

    Default job background
    Description

    **Sr. Product Support Engineer - Cloud Security**

    Dallas, TX, USA

    Employees can work remotely

    Full-time

    Department: Customer Services

    **Company Description**

    Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the companys cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

    With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances.

    Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscalers purpose-built security platform puts a companys defenses and controls where the connections occurthe internetso that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

    **Job Description**

    Position: **Sr. Product Support Engineer**

    USA

    The Cloud Security Engineer will report to the Escalation Manager.

    The Cloud Security Engineer will provide world-class post-sales technical support to internal Support Engineers, as well as provide direct support to customers and partners on escalated issues, as part of an escalation team. The Cloud Security Engineer will also work directly with Operations and Engineering on opening bugs and requests with all required diagnostic information.

    Customer Services department is responsible for providing troubleshooting and advanced technical support services to a wide range of internal and external clients across many industries. We are responsible for keeping our customer's network protected and ensure that their issues are taken care of right from deployment to adding new licenses. Our main objective will be to delight our customers so that we have high retention and upsell opportunities with our clients.

    **Responsibilities/What Youll Do:**

    Be an advocate for our Customers on behalf of Zscaler CSPM team.

    Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web

    Responsible for handling support cases and ensuring they are responded as per the SLAs with the customer and ensuring regular communication is maintained till the issue is fully resolved.

    Consistently meet and exceed daily and weekly call goals for providing touch points for existing customers.

    Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups, and other teams.

    Engage with customers on support issues or critical customer situations

    Participate in a Support Operation and on-call rotation.

    Interface with Engineering and assist the customer with testing or troubleshooting.

    Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams

    Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.

    **Qualifications**

    **Qualifications/Your Background:**

    Candidates should have 5 plus years of experience working in a customer-facing role and ability to maintain SLAs for support cases raised.

    Highly motivated self-starter with competitive personality and strong attention to detail.

    Team player who possesses a desire and ability to work in a fast-paced, goal-oriented high growth sales environment

    Exceptional communication skills, both oral and written, coupled with excellent listening skills

    Experience in one of the cloud providers AWS,Azure,GCP.

    Experience with security products or any of the Zscaler products.

    Prior experience in similar vendor Technical Support Centers

    Bachelors degree in Engineering

    In return, we will invest in you, and your customers. You will be supported by a world-class team made up of some of the most prominent names in security who turn our customers into advocates and give you the skills you need to build a highly successful career.

    Additionally, we will make every effort:

    To provide you with the best support, learning, and access to expertise in the marketplace.

    To invest in your personal and professional growth and reward you accordingly with competitive pay, benefits, and equity.

    And, provide you with an environment that is defined by collaboration

    **Additional Information**

    REF440Y

    #LI-DS1

    **What You Can Expect From Us:**

    An environment where you will be working on cutting edge technologies and architectures

    A fun, passionate and collaborative workplace

    Competitive salary and benefits, including equity

    Additional information about Zscaler (NASDAQ: ZS ) is available at .

    Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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