Manager / Senior Manager , Product Support Job Vacancy in Zscaler Chandigarh, Chandigarh – Updated today

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Full Details :
Company Name : Zscaler
Location : Chandigarh, Chandigarh
Position :

Job Description : Company Description
Zscaler is one of the most exciting technology companies around. Our mission is simple – it is to revolutionize Internet security through the magic of cloud computing. We are the leading, most innovative firm in a $35 billion market – security – and our passion is to bring cloud computing to Internet security just like Salesforce.com did to CRM. More than 5,000 organizations around the world are already using Zscaler – including amazing brands like General Electric, Nestle, NBC, and NATO – and more than 13 million people across more than 200 countries are protected by our systems every single day.

Job Description
Summary:
The Support Manager will provide world-class post-sales technical support, by managing a shift of level 1-3 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 other locations.
Responsibilities:Day to Day DutiesManages Technical Team, including 1-on-1’s, and retain top talentLeads escalation calls with customerEnsure teams are trained on process + productEnsure team follows process and corrects deficienciesManages shift, and ensures all shift are filled, PTO managedTeamManage technical support engineersMentor and train support engineers on process and technical productsRetain top talentEnsure training programs and certifications are completedManage team shifts, ensure proper issue hand-offsEscalationsEngage with customers on escalated support issues or critical customer situationsSend issues to proper level or get well team engagedTechnicalBecome a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expertEnsure the team becomes expertsLeverage the team and resources for proper issue resolutionAdministrativeMaintain ticket database, logging issues and customer interactionsEnsure support process is closely followed, work with team on correctionsEnsure SLA’s are metDetailsLimited travel – typically only for company training or meetingsHours – Weekday shift work, shift may vary, possible on-callOther duties or projects, as assigned

Qualifications
Requirements:2+ years support manager experienceProven escalation management experiencePeople management experience including strong soft skillsVery strong verbal and written communication skills (English)Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.Minimum 3 years’ experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security productsWorking knowledge of networking and security products and enterprise network infrastructure.Required knowledge and experienceNetworking Experience – VPN technologies such as IPSec and VPN clientsNetwork Security (SSL/TLS, VPNs, Firewall, IDS/IPS)Authentication systems such as LDAP, MS AD etcKnowledge of protocols such as HTTP, SMTP, FTP, DNSExperience with operating systems such as Linux, Unix and Free BSDNetwork troubleshooting experience – Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analysers such as tcpdump, WiresharkKnowledge of protocols such as HTTP, SMTP, FTP, DNSWorking knowledge of Apache and IIS Web Server administrationScripting 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.

This post is listed Under  Software Development
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