Senior UX Engineer, Digital Support

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 company’s 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. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

Job Description

The Senior UX Engineer, Digital Support will report to the Director, Digital Support Experience.   This position will develop, enhance, and maintain digital support experiences built on Salesforce Experience Cloud and related technologies.   They should have a strong vision for creating easy to use and elegant customer interfaces for enterprise support in the high technology space, with demonstrated experience building customer support sites that deliver innovative customer and partner experiences.  They will also participate in designing and evaluating user experience for internal agents in day-to-day support delivery operations.   This role will be part of the Global Customer Services organization, working closely with customers, business stakeholders, and IT to deliver a best in class digital support experience for customers of Zscaler Global Customer Services.

The Zscaler sales team is composed of smart and tenacious people who are passionate about our vision of a secure, cloud-enabled digital future. By using their talent to share that vision, Zscaler sales teams are bringing the power and agility of cloud transformation to organizations around the world. Be a part of it!

Responsibilities/What You’ll Do

• Lead user experience design for the next generation of customer support interactions for ZScaler’s enterprise support customers and partners
• Develop, enhance, and maintain digital customer support sites built on Salesforce Experience Cloud and related technologies
• Interface with business leads and customer focus groups to gather requirements and validate design concepts
• Collaborate with IT admins and developers as part of a cross functional development and delivery team
• Provide UI / UX design expertise for both internal and externally facing applications for the Global Customer Success Organization

Qualifications

• 5+ Years experience designing, developing, and deploying best in class digital experiences for enterprise support use cases
• 2+ Years experience developing solutions on Salesforce Community Cloud / Experience Cloud with strong functional understanding of Salesforce Service Cloud
• Deep knowledge and demonstrated experience with at least one industry standard UI Framework such as angular.js, vue.js, etc.  
• Strong creative design skills and demonstrated experience with graphics and illustration solutions such as Figma, Omnigraffle, or similar
• Past experience with localization and optimized web architecture for globally distributed customers
• Familiarity and adherence to enterprise software development tools and processes including Github, JIRA, etc.
• High attention to detail and customer centric mindset for web design and overall user experience
• Team player who is able to interact positively with co-workers, cross functional teams, and customers to achieve outstanding business outcomes
• Lifelong learner who is inquisitive, curious, and stays abreast of the latest trends in UX and service related digital design

Preferred Requirements 

• Degree in User Experience Design or related field
• Strong knowledge of enterprise customer support offerings, processes, and delivery operations 
• Experience in enterprise security

Additional Information

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of f