Technical Support Analyst

Job Title:  Technical Support Engineer  

Location: Hampton Roads, VA

Employment Type: Full-Time  

Job Summary 

The Technical 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.  

Key Responsibilities 

• 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\technology 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. 

Qualifications 

Required: 

• 5+ Years of Product Support experience, troubleshooting basic product/network issues 

• Must be a U.S. Citizen 

Desired:  

• Associate’s degree in information technology or related field or equivalent industry certifications 

Additional 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 

ATG is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.