Technical Support Analyst

Technical Support EngineerLocation: Hampton Roads, VAEmployment Type: Full-TimeJob SummaryThe 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 ResponsibilitiesAbility to adhere to FedRAMP compliance requirements/assigned tasksEngage with multiple teams and act as POC for Federal Provisioning needsAll 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 applicationEscalate cases to the next Skill Level in a timely mannerConstantly work on upgrading tech and product skills.QualificationsRequired:5+ Years of Product Support experience, troubleshooting basic product/network issuesMust be a U.S. CitizenDesired:Associate's degree in information technology or related field or equivalent industry certificationsAdditional BenefitsPerformance Bonuses and annual salary reviewsHealth, dental, and vision insuranceShort Term Disability, Long Term Disability, and Life Insurance401(k) plan with company matchOpportunities for professional growth and developmentA collaborative and inclusive work environmentATG 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.