Technical Support Engineer (Remote)
Company: ZL Technologies
Posted on: November 18, 2022
Job Description Technical Support Engineer ZL Tech is seeking a
Technical Support Engineer to serve enterprise customers by
supporting them in the use of ZL Tech software. As a first point of
contact, they will ensure the customer concerns are addressed in a
timely manner for a great customer experience. Responsibilities
Perform tier I support - quickly discern and prioritize all
incoming requests and tickets. Provide top notch service to
enterprise customers that always meets or exceeds our SLA. Provide
technical assistance and problem resolution for customers
requesting assistance on application or system related issues or
questions. Provide explanation of application features and
technical concepts to non-technical audience Identify, diagnose,
and resolve problems and carry out timely escalations of issues and
incidents. Responsible for following up on all open and/or overdue
tickets assuring a resolution in a timely manner. Provide value
feedback on application and services to improve operations.
Collaborate with leads to document, plan and execute solution
testing Stay current with system information, changes, and updates
Requirements Must have: Some experience in a similar role Bachelors
or Masters degree in Computer Science or related degree Ability to
communicate effectively and concisely by email, phone or in person.
Critical thinking skills and a strong analytical mindset.
Troubleshooting mindset with ability to analyze all parameters and
triage an issue. Driven mindset to initiative and act with
ownership to resolve problems. Ability to manage multiple
priorities and follow through on projects to completion. Works
effectively both as a team member and independently. Effectively
utilizes tools to resolve issues and escalates appropriately.
Ability to adapt and act in fast paced environment. Strong
documentation skills Preferred: Understanding of Networking
concepts Automation knowledge or experience. Experience with
End-user support within large enterprise infrastructure
organizations. Good understanding of Networking concepts and
Server-Client model. Knowledge of relational databases and SQL.
Knowledge of mail servers ITIL experience or certification highly
desired About ZL Tech ZL Tech has been a leader in information
management for the past two decades, solving the biggest
compliance, governance and privacy challenges for companies across
the Fortune 500 and beyond. At the core of ZL Tech's vision is its
unique differentiator, a unified architecture that centralizes
billions of documents and all governance functions under one
platform, eliminating today's fractured data silos. ZL Tech began
in 1999 as an email security company, expanding its scope over the
years to address storage management, compliance, eDiscovery,
records management, and now, analytics and privacy. Whether it was
the Sarbanes-Oxley Act in 2002, or new privacy regulations such as
GDPR and CCPA, ZL Tech has constantly evolved to match the most
difficult challenges of the time. ZL Tech is an Equal Opportunity
Employer and does not discriminate against any employee or
applicant for employment because of race, color, sex, age, national
origin, religion, sexual orientation, gender identity and/or
expression, status as a veteran, and basis of disability or any
other federal, state or local protected class.
Keywords: ZL Technologies, Milpitas , Technical Support Engineer (Remote), Other , Milpitas, California
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