Job Description

Company Description

For over 10 years, Zscaler has been disrupting and transforming the security industry. Our 100% purpose-built cloud platform delivers the entire gateway security stack as a service through 150 global data centres to securely connect users to their applications, regardless of device, location, or network in over 185 countries protecting over 3,900 companies and have detected 100 Million threats/day.

We work in a fast-paced, dynamic and make it happen culture. Our people are some of the brightest and passionate in the industry that thrives on being the first to solve problems. We are always looking to hire highly passionate, collaborative and humble people that want to make a difference.



Description
For over 10 years, Zscaler has been disrupting and transforming the security industry. Our 100% purpose-built cloud platform delivers the entire gateway security stack as a service through 150 global data centers to securely connect users to their applications, regardless of device, location, or network in over 185 countries protecting over 3,900 companies and have detected 100 Million threats/day.
We work in a fast-paced, dynamic and make it happen culture. Our people are some of the brightest and passionate in the industry that thrives on being the first to solve problems. We are always looking to hire highly passionate, collaborative and humble people that want to make a difference.
Position: Product Support Engineer
Location: Bangalore OR Pune OR Hyderabad
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 You'll 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 SLA's 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

• Candidates should have 2-5 years of experience working in a customer-facing role and ability to maintain SLA's 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
• Bachelor's degree in Engineering

Additional Information

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Why Zscaler?

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we'd love to talk to you about joining our award-winning team.

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.