Job Description
You'll become a part of an internal Support Operations team, working with some of the largest and most sophisticated online performance marketers globally. In addition, you’ll be a vital component in ensuring outstanding service to our customers.
This role comes with great responsibility and requires a variety of skills: you’ll serve as a crucial link, translator, and communicator between customers and our equally extraordinary product development team. Ideally, you love solving new problems and thrive in situations where there are several unknowns. Your heart beats for the customer and serving them with understanding and care. You will have the opportunity to work closely with the Engineering team that develops our web application, Customer teams that serve our clients, and directly with end customers through our 24/7 in-app support chat. Your major responsibility will be to make sure that the problems you address will not resurface. As a result, you’ll make the customer’s life easier as well as improve our core product. None of your days will be quite alike – exciting times guaranteed!
As a Technical Support Engineer, you will
Make sure that we are known for the best-in-class service globally
Build technical expertise in Facebook products including Ads API, Pages, and Platform, and provide consultative guidance to businesses
Build technical expertise in Instagram & Pinterest and maintain a general awareness of other social channels Ads API
Engage with the technological challenges of the world’s largest online advertisers
Help launch products including supporting Alpha and Beta programs
Quickly resolve support and advertiser issues, including campaign performance and product bugs
Perform tech-heavy investigations
Analyze, reproduce, prioritize, and document platform bugs
Improve documentation and help drive education about our platform
Help cultivate the product feedback loop through your experiences in support
Act with little direction and work quickly to identify and fix the root causes of problems
Work with the nicest and brightest teammates
A genuine curiosity about online marketing, a willingness to push yourself to exceed your goals, and an ability to learn new things quickly
Passion for technology, very quick to learn new tools, and able to independently learn and investigate complex customer queries
2-3 years of technical support experience in a customer-facing role, preferably with SaaS technology
Experience with JavaScript, HTTP fundamentals, APIs, with experience conducting troubleshooting by looking at logs
Experience in ad tech, online marketing industry, or similar is highly desirable
Knowledge of SQL and basic web-application architecture is highly desirable
Knowledge of modern web technologies is highly desirable, like React or AngularJS (our tech stack includes Ruby on Rails, Scala, React+Redux+Flow, Angular, PHP, MongoDB, Cassandra, and PostgreSQL)
Experience with Intercom is highly desirable
Fluency in spoken and written English, and are a strong communicator
* This position is hybrid
At zcaler, our mission is two-pronged. We help companies scale by creating dedicated remote teams to support their growth in the US. At the same time, we provide career opportunities for amazing talent in Latin America.
We understand the challenges in scaling, especially when it comes to getting the best talent in the right place.
zcaler.io recruits and hires (on our payroll) full-time employees that work directly with established companies, blending in seamlessly with their teams and company culture. We handle all the admin, legal, recruitment, and enablement.
Our 4 areas of focus are commercial, customer support, customer success, and marketing.
100% of the companies we work with only hired direct employees - 100% of these companies are now expanding their teams through zcaler.io
* Our employees are not listed here as zcaler.io employees since they work for other amazing companies. You'll find them there :)
