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Team Lead - Product Support , TAC

Bengaluru, KA
Job Code:
  • IT
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Job Details

ResponsibilitiesRecruit and hire support engineersMentor and train support engineers on process and technical productsRetain top talentEstablish training programsManage team shiftsEngage with customers on escalated support issues or critical customer situationsProvide expert systems design, recommendations, and configurationsPerform in-depth diagnostics and troubleshooting using networking toolsAssist customers with testing or troubleshooting of networking or cloud service issuesReproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teamsMaintain ticket database, logging issues and customer interactionsBecome a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expertLimited travel typically only for company training or meetingsHours Weekday shift work, shift may vary, possible on-callOther duties or projects, as assignedRequirements2 years support manager experienceProven escalation management experienceVery strong verbal and written communication skills (English)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 experienceo Networking Experience - VPN technologies such as IPSec and VPN clientso Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)o Authentication systems such as LDAP, MS AD etco Knowledge 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 Analyzers 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 Degree: BE/ B.Tech (Engineering)

Experience: 3-8


Customer Support | Network Planning | RF Engineering | Security
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