Associate Technical Support Engineer (Eastern or Pacific Time)

About Zscaler

Serving thousands of enterprise customers around the world including 45% of Fortune 500 companies, Zscaler (NASDAQ: ZS) 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. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform, which is found in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

Red Canary, a Zscaler company, monitors an enterprise’s environment to detect and respond to cybersecurity threats so they can focus on their mission. Our Managed Detection and Response (MDR) solution is a unique blend of human expertise and security, which protects organizations from modern adversaries as their teams work remotely, move to the cloud, and they adopt new cybersecurity and IT technologies.

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.

We are looking for an experienced Associate Technical Support Engineer (TSE) to join our Customer Support team. 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 and  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
•  

What We're Looking for (Minimum Qualifications)

• 2+ years in a technical facing role, troubleshooting and resolving technical issues with a wide range of technologies
• Troubleshooting experience in the following areas:
• Windows, macOS, and Linux environments
• Networking (TCP/IP, DNS, Wireshark, SSL)
• Third-party security agents, EDR preferred
• Strong written and verbal communication skills with proven ability to initiate and manage relationships via email and phone
• An understanding of how to prioritize and escalate customer issues to the appropriate internal team
• A positive attitude and bias for action. If you see something that may negatively impact the customer experience or team processes, you dive right in, isolate the issue, and ensure we do whatever it takes to eliminate it

 

What Will Make You Stand Out (Preferred Qualifications)

• Bachelor’s degree in Computer Science, IT, or related field
• Hands-on experience with VMware Carbon Black, Crowdstrike Falcon, SentinelOne, Microsoft Defender for Endpoint, and/or Palo Alto Cortex )
• Hands-on experience with cloud platforms like AWS and Azure

 

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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 factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range$73,500—$105,000 USD