Technical Support Manager- PST

Customer Services Bangalore, India


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 centers 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. 


Position: TAC Support Manager

Location: Bangalore, India.   

Shift: Night Shift / PST hours

The TAC Support Manager will report to the Sr. Director- Customer Care APAC.  The Support Manager will provide world-class post-sales technical support, by managing a shift of level I to level III support engineers and team leads, all part of a cohesive hive-team unit.

You will foster an environment that is focused on customer satisfaction, continuous improvement, and innovation in the transformation of highly complex customer networks. This role with work closely with other support managers in other locations.

Customer Care department is responsible for providing troubleshooting and advanced technical support services to a wide range of internal and external clients across many industries. We are responsible for keeping our customer's network protected and ensure that their issues are taken care of right from deployment to adding new licenses. Our main objective will be to delight our customers so that we have high retention and upsell opportunities with our clients.

Responsibilities/What You’ll Do:

Day to Day Duties

  • Manages 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 the process and corrects deficiencies
  • Manages shift, and ensures all shift is filled, PTO managed

Team

  • Manage technical support engineers
  • Mentor and train support engineers on the 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 the well team engaged

Technical

  • Become a Zscaler cloud service expert through self-study, company training, and a desire to excel and become an expert
  • Ensure the team becomes experts
  • Leverage the team and resources for proper issue resolution

Administrative

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

Details

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

Qualifications/Your Background:

  • 2+ 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 certification.
  • Minimum 3 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 Analyzers 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

Why Zscaler?

  • Zscaler is the world’s leading software-as-a-service security platform
  • We deliver best of breed security services with unprecedented scale
  • 100 Million threats detected a day across 185+ countries
  • Glassdoor rating of 4.7/5.0 + 98% CEO Approval = Exceptional place to work!

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.

Learn more at zscaler.com or follow us on Twitter @zscaler. Additional information about Zscaler (NASDAQ: ZS ) is available at http://www.zscaler.com.  All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.