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The Zscaler Focal Support (FS) team is built around the proven concept of a small group (pod) of support engineers that are very technically competent and familiar with both the technology deployed by a customer and the people maintaining it. As a Focal Support Engineer you will earn the trust of your customers and deliver a superior support experience, being well positioned to respond faster and more effectively to any technical issues that might arise for customers under your care. A pod works in partnership with the assigned Technical Account Managers (TAMs) and account teams for a small number of customers to provide a personalized, high touch and extremely knowledgeable response to technical questions and problems. As an FS engineer, you will know your customer's history and will understand why certain features are being used and avoid recommendations that don't work in their environment or align with their roadmap. Unlike a regular front line support engineer, an FS engineer's ratings will bias on team performance over individual performance. Of course, individual performance is still important and providing deliverables like team technical training, on-call coverage and high CSAT scores will be part of an individual's annual review process. However the performance of the team represents the most important metrics and each FS engineer contributes to this in a very meaningful way. The pod is focused on continuously building customer trust in our product for mission critical infrastructure. You will be a valuable member of a high performance team delivering technical solutions to some of the largest enterprises in the world!
Professional Services Consultants at Zscaler help their customer(s) properly deploy, configure, and operationalize their Zscaler solution throughout the lifecycle of the assigned engagement (usually a minimum of 12 months). Zscaler Resident Consultants are experts in their field and are expected to integrate with the customer’s team(s) in order to ensure Zscaler’s solutions are proper designed, configured, resilient, and that overall best practices are followed.Responsibilities:Become a Zscaler cloud services expert through self-study, company training, and a desire to excel.Collaborate with and assist the larger Zscaler Professional Services team to ensure the continued success of your fellow team members, Zscaler, and our customers.Integrate with Customer’s cyber security/network security team(s) to assist in integrating Zscaler solutions into the customer’s environment by providing configuration guidance, recommendations, best practices, etc.Assist customers with testing and troubleshooting. Escalate to Zscaler Support, Engineering, and/or Cloud Operations as required.Provide regular status reports for critical incidents, projects, and proactive services to both the Customer and Zscaler-internal teams.Respond rapidly to unplanned events, including after hours for Severity 1 issues. This includes a willingness to work out of normal business hours without prior notice (upon customer demand).On an as needed/pre-approved basis, travel to customer location(s) to assist with short-term customer objectives.Be able to pass customer-required drug-screening and/or background checks. Zscaler recruiter/hiring manager will provide details on the exact requirements when discussing this opportunity.Meet customer COVID vaccination requirements or qualify for a reasonable accommodation (as defined by customer). Zscaler recruiter/hiring manager will provide details on the exact requirements when discussing this opportunity.
Responsibilities:●Responsible for the overall success of all new customer deployments as a single point of contact during the deployment service period.●Build and maintain well-established relationships with key customer stakeholders.●Establish success criteria, metrics, milestones, and timelines for deployment projects and ensure projects remain on track and on time.●Manage Customers to ensure all teams are aligned and deliverables are met.●Work escalated accounts, and resolve with all required Zscaler resources.●Maintain project tracking and customer issue documentation within appropriate systems and databases.●Effectively communicate services, tools, and processes related to onboarding and post-sales support engagement.●Perform welcome calls with customers, describing the service, tools, and process.●Provide regular deployment status and progress updates to Customers streamlining message to fit different customer base/audiences. Qualifications:●Understanding of Security fundamentals such as Firewalls, Proxies and Web Security Gateways.●Strong verbal and written communication skills.●Strong project management and organizational skills.●Ability to work on multiple projects simultaneously.●Ability to present to a large audience and facilitate calls of that size.●Bachelor’s degree in Engineering or Business●Project Management (PMP) certification●3+ years of project management experience
