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:

• 1-3 Years of Technical Support Experience

• Bachelors or Masters degree in Computer Science or related degree

• Database experience, MS SQL, Oracle, NoSQL, ability to write simple script

• Network knowledge

• Storage experience (NetApp, SAN, NAS etc.)

• MS 365 Experience (SharePoint, OneDrive, etc.)

• 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.