Position Overview: After Hours & Weekends
The Emerging Technologies Support team is responsible for supporting CentraComm’s customers,
vendors, engineers, technicians and sales team to assist with initial scoping, configuration,
troubleshooting, and ongoing management of CentraComm’s ET product and service offerings. A
successful ET Support member will have a passion for continuous learning of new and upcoming
products and services adopted by CentraComm in our efforts to help our customers succeed. Knowledge
and experience in various technology industries, creative thinking skills, and comfort in communicating
with others are a must.
Essential Duties and Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform these
essential functions. Responsibilities and duties include, but are not limited to:
? Provide customer support of implementation and operational utilization of cloud security products
? Perform in-depth diagnostics and troubleshooting using networking tools
? Assist customers with testing or troubleshooting of reported issues
? Communicate with customers and internal teams via phone, email, ticketing portal and other
means
? Ensure all customer tickets\cases are being moved towards completion on a regular basis
? Promote a team environment by assisting fellow team members whenever necessary
? Provide technical guidance and training to Emerging Technologies and NOC personnel
? Document processes, best-practices, and issue resolutions as discovered
? Investigate and provide suggestions or feedback of potential new emerging technology initiatives
? Understand product capabilities and customer use-cases and provide input regarding product
changes or best-practices in achieving customer’s desired experience
? Hours are scheduled in a rotation from 5 pm to 8 am and weekends. Some 8 am to 5 pm hours
may be assigned.
? May participate in a 24x7 support operation and 24x7 on-call rotation
? The person in this role will primarily focus on supporting customers, and internal team, regarding
the Zscaler Internet Access & Zscaler Private Access service offerings
? Bootcamp training in Zscaler is provided.
? Additional duties/responsibilities to be assigned as necessary.
