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About Zscaler
Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances.
Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.
Avalor is applying its data expertise to security, enabling companies to better understand and manage risk. We have both a rich data platform and security modules that tap into the platform to provide immediate benefits to our customers. We have built and patented a Data Fabric for Security™. It curates data from hundreds of security and business tools and contextualizes that data to help companies understand and address their riskiest problems. Our Unified Vulnerability Management module is our first module to tap into the power of our data fabric, enabling companies to create custom contextualized risk scores and tailored workflows to reduce risk. If you’re passionate about data models and helping companies improve their security posture, we’d love to have your talents here at Avalor as we work to make the world a more secure place.
Role summary:
We are seeking a highly skilled and motivated Tier 2 Team Lead to join us and build our Tier 2 Support Team. Tier 2 is our highest tier of support, working closely with our R&D and product teams. This is a unique opportunity as the team needs to be built almost from scratch (there is currently only one support engineer in the team).
- As the Tier 2 Team Lead, you will play a vital role in assisting customers in resolving technical issues, answering their inquiries, supporting clients onboarding process and providing guidance on product functionality.
- You will be responsible for not only building and hiring a team of talented Tier 2 Support Engineers but also developing and implementing internal processes and workflows to ensure the seamless delivery of support services.
- In addition, you will collaborate closely with cross-functional teams, including product, engineering, and customer success, to establish and optimize work processes and drive customer satisfaction.
This role offers a unique opportunity to shape the direction of our support operations and make a significant impact on the success of our company. Until the team will be expanded in the next few months, you will be required to do hands-on work and work on tickets as well. If you have a strong technical background, you enjoy building teams and processes from scratch and helping customers and work in a fast-paced startup environment, this is an exciting opportunity for you!
Responsibilities:
1. Team Leadership:
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- Hiring talented Tier 2 support engineers based on hiring plan and build an onboarding process for new hires
- Provide leadership, professional guidance, and mentorship to a team of Tier 2 support engineers
- Foster a collaborative and supportive team environment that encourages knowledge sharing and professional development.
- Set clear goals, KPIs and expectations for team members and provide regular feedback on performance.
2. Technical Expertise:
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- Serve as a subject matter expert on anything related to the product and implementation best practices.
- Assist support engineers in resolving complex technical issues and escalations.
3. Client Support:
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- Act as the primary point of contact for Tier 2 escalations from external or internal clients, ensuring timely and effective resolution of issues.
- Responsible for proactive communication with clients in relevant scenarios
- Gather feedback on service delivery.
4. Processes and Workflows:
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- As the team is built from scratch, streamline processes and workflows will need to be defined and continuously optimized, to enhance the efficiency of Tier 2 operations.
- Work closely with cross-functional teams to implement improvements and best practices.
- Monitor key performance indicators (KPIs) to track the effectiveness of support operations and drive continuous improvement initiatives.
Skills and qualifications:
- 3+ years of practical experience in leading a team of support engineers in a Saas company
- Proven experience and deep knowledge in ETL processes, databases, SQL, python, data management and data analytics
- Excellent analytical and troubleshooting skills with a creative approach to problem-solving and attention to detail.
- Bachelor’s degree in Information Technology/Industrial Engineering/Computer Science or other related field - Advantage
- Strong leadership skills with the ability to motivate and inspire team members.
- Effective communication skills, both written and verbal, with the ability to interact professionally with clients and internal stakeholders.
#LI-MM8
By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.
Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.
See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.
Pay Transparency
Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.
Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.
