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Senior Technical Support Specialist

2 months ago

San Jose, California, United States Zscaler Full time

Job Summary

Zscaler is seeking a highly skilled Senior Technical Support Specialist to join our team. As a key member of our support organization, you will be responsible for providing expert-level technical support to our customers, resolving complex technical issues, and collaborating with cross-functional teams to drive customer satisfaction.

Key Responsibilities

  • Provide technical support to customers via phone, email, and chat, resolving complex technical issues related to network security, cloud services, and enterprise network infrastructure.
  • Collaborate with internal teams, including engineering, product management, and operations, to drive customer satisfaction and resolve technical issues.
  • Develop and maintain in-depth knowledge of Zscaler's products and services, as well as industry-leading network security and cloud services technologies.
  • Participate in on-call rotations to provide 24/7 support to customers.
  • Contribute to the development of technical documentation, knowledge base articles, and training materials to support customer success.

Requirements

  • 7+ years of experience in technical support, network security, or a related field.
  • 2+ years of experience in an escalation engineer or senior technical support role.
  • Bachelor's degree in Computer Science, Computer Engineering, or a related field.
  • Proven experience escalating technical customer issues.
  • Strong verbal and written communication skills.
  • Working knowledge of networking and security products and enterprise network infrastructure.
  • Zscaler experience a plus.

What We Offer

  • A dynamic and collaborative work environment.
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • Recognition and rewards for outstanding performance.