Job Title:Technical Support Engineer
Location: Fully Remote - D.C. Metro Area
Employment Type: Full-Time
Job Summary
The Technical Support Engineer will be required to handle internal and external customer interactions via email, phone, online and/or messaging applications in support of Zscaler's FedRAMP Cloud Solutions. The job responsibilities encompass coordination and collaboration with Federal Sales, Pre-Sales, Support, and Finance for new Support requests as well as working directly with Zscaler Engineering. The Engineer should be detail-oriented, process-driven, and proactive in responding to and handling different queries.
Key Responsibilities
- Ability to adhere to FedRAMP compliance requirements/assigned tasks
- Engage with multiple teams and act as POC for Federal Provisioning needs
- All support personnel will pass the following courses and achieve the following certifications within the first 90 days of hire:
- Zscaler for Users Essentials (Certification)
- Zscaler for Users Advanced (Certification)
- Other - As specified by Client over the lifecycle of the Agreement (certifications and training may vary as the availability\offering\technology changes)
- Answering product related queries through Client's Case application and inbound calls. Meeting SLAs. Ensure consistent Customer satisfaction (NPS/CSAT).
- Document all Customer communication in Client's Case application
- Escalate cases to the next Skill Level in a timely manner
- Constantly work on upgrading tech and product skills.
Qualifications
Required:
- 5+ Years of Product Support experience, troubleshooting basic product/network issues
Desired:
- Associate's degree in information technology or related field or equivalent industry certifications
Additional Benefits
- Performance Bonuses and annual salary reviews
- Health, dental, and vision insurance
- Short Term Disability, Long Term Disability, and Life Insurance
- 401(k) plan with company match
- Opportunities for professional growth and development
- A collaborative and inclusive work environment
