Zscaler Looking for Senior Manager, Technical Support – EST / PST at Chandigarh, Chandigarh Full Time

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.

Job Description

Responsibilities:
Day to Day Duties

• Manages Managers, Technical Leads and Technical Team, including 1-on-1’s, and retain top talent
• Leads escalation calls with customer
• Ensure teams are trained on process + product
• Ensure team follows process and corrects deficiencies
• Manages shift, and ensures all shift are filled, PTO managed

Team

• Manage Managers, Leads and technical support engineers
• Mentor and train support engineers on process and technical products
• Retain top talent
• Ensure training programs and certifications are completed
• Manage team shifts, ensure proper issue hand-offs

Escalations

• Engage with customers on escalated support issues or critical customer situations
• Send issues to proper level or get well team engaged

Technical

Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert

As a technical manager role providing people & strong technical leadership

Ensure the team becomes experts

Leverage the team and resources for proper issue resolution

Administrative

• Maintain ticket database, logging issues and customer interactions
• Ensure support process is closely followed, work with team on corrections
• Ensure SLA’s are met

Details

• Limited travel – typically only for company training or meetings
• Hours – Weekday shift work, shift may vary, possible on-call
• Other duties or projects, as assigned

Qualifications

Requirements:

• 3 + years support manager experience
• Proven escalation management experience
• People management experience including strong soft skills
• Very strong verbal and written communication skills (English)
• Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
• Minimum 5 years’ experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products
• Working knowledge of networking and security products and enterprise network infrastructure.
• Required knowledge and experience
• Networking Experience – VPN technologies such as IPSec and VPN clients
• Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS) • Authentication systems such as LDAP, MS AD etc
• Knowledge of protocols such as HTTP, SMTP, FTP, DNS
• Experience with operating systems such as Linux, Unix and Free BSD
• Network troubleshooting experience – Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analysers such as tcpdump, Wireshark
• Knowledge of protocols such as HTTP, SMTP, FTP, DNS
• Working knowledge of Apache and IIS Web Server administration
• Scripting knowledge (SHELL, Python, Perl) – not required, a plus

Additional Information

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 https://www.zscaler.com.

Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please contact us by sending an email to [email protected]. This email address is used specifically for accommodation requests only, and resumes, CV’s, or questions other than accommodations will not be replied to or accepted.