Technical Support Engineer II

Framework Ventures; United States; Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health plans

Time off for vacation and sick time

Parental leave options

Retirement options

Education reimbursement

Job summary

Framework Ventures is looking for a customer support specialist with strong analytical and problem-solving skills. The ideal candidate has a Bachelor's degree in IT or a related field, with at least 2 years of experience in customer support or data analytics. Responsibilities include collaborating with the product team, creating technical articles, and supporting new customer onboarding. Benefits include various health plans, vacation time, and parental leave options. Join us to help enhance our cybersecurity solutions.

Qualifications

• Bachelor's degree in information technology or a related field is preferred.
• 2+ years of practical experience in customer support or data analytics.
• Familiarity with cybersecurity products is a bonus.

Responsibilities

• Collaborate with Engineering and Product teams on technical issues.
• Create technical articles and knowledge entries.
• Support onboarding for new customers.

Skills

Problem-solving skills

Customer service orientation

Analytical skills

Programming in Python

Advanced SQL proficiency

Education

Bachelor’s degree in IT, Industrial Engineering, or Computer Science

Tools

SIEM tools

Vulnerability assessment tools

Job description

About Zscaler Serving thousands of enterprise customers around the world including 45% of Fortune 500 companies, Zscaler (NASDAQ: ZS) 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. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform, which is found in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. Avalor curates and contextualizes data from hundreds of security and business tools to help companies understand and address their riskiest problems. Our robust data platform and strong security modules provide immediate and secure benefits to our customers. If you're passionate about data and helping companies improve their security posture, we'd love to have you join Avalor as we make the world a more secure place.

• Collaborating with Engineering and Product teams to address complex technical issues
• Creating technical articles or knowledge-based entries, including troubleshooting steps and best practices
• Documenting and tracking customer interactions, issues, and resolutions
• Supporting the technical aspects of the onboarding process for new customers
• Diagnosing and resolving customer issues within SLA timelines

• Bachelor’s degree in information technology/ industrial engineering/ computer science or other relevant field – Advantage
• 2+ years of practical experience in customer support or a related field in data analytics a big advantage
• Programming experience in Python and proficiency in advanced SQL
• Strong analytical and troubleshooting skills complemented by a creative approach to problem-solving
• Self-learner with a can-do attitude, independent, and collaborative team player with a strong customer service orientation

• Familiarity with cybersecurity products (e.g., SIEM, vulnerability assessment tools) advantage
• Experience in data modeling methodologies - preferred

LI-Hybrid

LI-RGAt Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler’s Future of Work strategy, hybrid working model, and benefits here.

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 committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered 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 characteristic protected by federal, state, and 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. 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.

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