zcaler

Tech Support Specialist – JavaScript, HTML, CSS

zcaler

full-time

Posted on:

Location Type: Hybrid

Location: Guatemala • 🇬🇹 Guatemala

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Job Level

Mid-LevelSenior

Tech Stack

JavaScriptSQL

About the role

  • Troubleshoot issues related to HTML, JavaScript, CSS and SQL.
  • Work with developers to resolve complex technical issues.
  • Create and improve internal tools and processes to optimize the efficiency of the support team.
  • Document and track customer interactions and technical issues in our client's CRM system.
  • Handle and resolve complex customer support tickets, providing second-tier troubleshooting and escalation support.
  • Collaborate with engineering, product, and customer success teams to ensure issues are resolved quickly and efficiently.
  • Identify and escalate issues that require additional resources or attention.
  • Provide feedback to our development team to help improve our client's products.
  • Respond to customer inquiries and provide technical support via email, chat (Zoom) and Zendesk.

Requirements

  • Strong knowledge of HTML, JavaScript, CSS and SQL.
  • Excellent troubleshooting skills.
  • Prior experience in a SaaS environment.
  • Strong knowledge of API structure and basic API creation skills.
  • Proficiency in support and analytics tools like Zendesk, Intercom, Mixpanel, Salesforce, HubSpot, or FullStory.
  • Strong attention to detail and ability to multitask.
  • Prior experience in technical support or customer service is a plus.
  • Ability to multitask and manage multiple customer inquiries simultaneously.
  • Degree in Computer Science or a related field is preferred, but not required.
  • Experience with commercial exposure will be a plus.
  • Excellent interpersonal skills will take you far in the process.
Benefits
  • Health insurance
  • Remote work options
  • Flexible work arrangements

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
HTMLJavaScriptCSSSQLAPI structureAPI creation
Soft skills
troubleshootingattention to detailmultitaskinginterpersonal skills