Escalations Manager - TAC


Bengaluru, India

Last shared 213 days ago

Job Details


7 - 8 years

Employment Type


Employer Job ID

Not Mentioned

Industry Sector

Functional Area

Information Technology Services Information Technology
Job Description
The Technical Escalations Manager will provide world-class post-sales technical support, by managing a team of account focused Get Well Engineers and ongoing technical escalations for the APAC region.
 You will foster an environment that is focused on customer satisfaction, continuous improvement and innovation in the transformation of highly complex customer networks. This role with work closely with other support managers other locations.

  • Day to Day Duties
    • Manages account focused Get Well team, including 1-on-1’s, and retain top talent
    • Manages focused support accounts and ensure all accounts are accurately updated and being worked
    • Leads escalation calls with customer
    • Ensure teams are trained on process + product
    • Ensure teams follow process and corrects deficiencies
  • Team
    • Manage account focused Get Well Engineer team
    • Mentor and train support engineers on process and technical products
    • Retain top talent
    • Ensure training programs and certifications are completed
  • Escalations
    • Engage with customers on escalated support issues or critical customer situations
    • Work with cross functional teams to address ongoing product issues, incidents, or outages
    • Interact with Cloud Operations and Engineering to pull in additional resources for ongoing escalations
    • Provide written C level account and management updates for ongoing escalations
  • Technical
    • Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert
    • Ensure the Get Well team become Zscaler cloud services experts
    • Leverage the team and resources for proper issue resolution
  • Administrative
    • Maintain ticket database, logging issues and customer interactions
    • Ensure support process is closely followed, work with team on corrections
    • Proactively scrubs escalated account tickets and backlog support tickets to avoid future escalations
  • Details
    • Limited travel – typically only for company training or meetings
    • Hours – Weekday APAC shift, possible on-call, some weekends for cloud related incidents or upgrades
    • Other duties or projects, as assigned
  • 2+ years support manager experience
  • 2+ years of  escalation management experience
  • People management experience including strong soft skills
  • Very strong verbal and written communication skills (English)
  • Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
  • 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 experience
    • Networking Experience - VPN technologies such as IPSec and VPN clients
    • Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
    • Authentication systems such as LDAP, MS AD etc
    • Knowledge of protocols such as HTTP, SMTP, FTP, DNS
  • Experience with operating systems such as Linux, Unix and Free BSD
  • Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
  • Knowledge of protocols such as HTTP, SMTP, FTP, DNS
  • Working knowledge of Apache and IIS Web Server administration
  • Scripting knowledge (SHELL, Python, Perl) – not required, a plus
Company Description
Zscaler enables the world’s leading organizations to securely transform their networks and applications for a mobile and cloud first world. Its flagship services, Zscaler Internet Access and Zscaler Private Access, create fast, secure connections between users and applications, regardless of device, location, or network. Zscaler services are 100% cloud-delivered and offer the simplicity, enhanced security, and improved user experience that traditional appliances or hybrid solutions are unable to match. Used in more than 185 countries, Zscaler operates the world’s largest cloud security platform, protecting thousands of enterprises and government agencies from cyberattacks and data loss.


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