Technical Support Engineer

Athena Technology Group • Arlington, VA

22d

About The Position

The Support Engineer will be required to handle internal and external customer interactions via email, phone, online and/or messaging applications in support of Zscaler’s FedRAMP Cloud Solutions. The job responsibilities encompass coordination and collaboration with Federal Sales, Pre-Sales, Support, and Finance for new Support requests as well as working directly with Zscaler Engineering. The Engineer should be detail oriented, process driven and proactive in responding to and handling different queries. Essential functions Ability to adhere to FedRAMP compliance requirements/assigned tasks Engage with multiple teams and act as POC for Federal Provisioning needs All support personnel will pass the following courses and achieve the following certifications within the first 90 days of hire: Zscaler for Users Essentials (Certification) Zscaler for Users Advanced (Certification) Other – As specified by Client over the lifecycle of the Agreement (certifications and training may vary as the availability
offering chnology changes) Answering product related queries through Client’s Case application and inbound calls. Meeting SLAs. Ensure consistent Customer satisfaction (NPS/CSAT). Document all Customer communication in Client’s Case application Escalate cases to the next Skill Level in a timely manner Constantly work on upgrading tech and product skills.

Requirements

• Associate’s degree in information technology or related field or equivalent industry certifications
• 5+ Years of Product Support experience, troubleshooting basic product/network issues

Responsibilities

• Handle internal and external customer interactions via email, phone, online and/or messaging applications in support of Zscaler’s FedRAMP Cloud Solutions
• Coordination and collaboration with Federal Sales, Pre-Sales, Support, and Finance for new Support requests
• Working directly with Zscaler Engineering
• Adhere to FedRAMP compliance requirements/assigned tasks
• Engage with multiple teams and act as POC for Federal Provisioning needs
• Pass the following courses and achieve the following certifications within the first 90 days of hire: Zscaler for Users Essentials (Certification) Zscaler for Users Advanced (Certification)
• Answering product related queries through Client’s Case application and inbound calls.
• Meeting SLAs.
• Ensure consistent Customer satisfaction (NPS/CSAT).
• Document all Customer communication in Client’s Case application
• Escalate cases to the next Skill Level in a timely manner
• Constantly work on upgrading tech and product skills.

Benefits

• Performance Bonuses and annual salary reviews
• Health, dental, and vision insurance
• Short Term Disability, Long Term Disability, and Life Insurance
• 401(k) plan with company match
• Opportunities for professional growth and development
• A collaborative and inclusive work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees