Job Description
The Associate Technical Support Engineer (TSE) understands that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is measured by your ability to be an extension to our customers as well as your commitment to act with urgency, thoughtful responsiveness, and the number of issues resolved.
You will be required to work from 8AM to 5PM in either Eastern Time OR Pacific Time. Reporting to the Manager, Technical Support, you will be responsible for:
Being on the front lines of our support team, ensuring every customer inquiry is properly reviewed and handled with care. You'll use our established triage process to identify, categorize, and resolve less complex issues.
Collaborating with other TSEs andΒ teams by accurately escalating and assigning high-priority or more complex tickets, ensuring every issue reaches the right expert.
Striving to educate customers in ticket responses to ensure that they are getting the most out of our products.
Joining calls with customers independently to gather information, walk through issues, and connect with customer.
Communicating with customers clearly, concisely, and professionally in both written and verbal communications, while also maintaining case hygiene.
About Zscaler
Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure with the worldβs largest security cloud.