• Owning the technical leadership to enable the customer teams across GCS
• Developing training material, with the aid of development engineering, to address trends in customer issues and engineer skill gaps
• Delivering training and/or training SMEs to deliver training
• Setting strategy and direction for reflecting customer voice and product use cases back into the product teams and identifying product supportability gaps

Requirements

8+ years of support and networking experience required SME who specializes with a primary in the ZPA technology with ZCC as a backup
Expertise in networking, cloud security, performance management, and the ability to quickly pick up new technologies
Effective at collaborating and building consensus across teams and organizations
Experience advising leadership at the Director level and above on technical strategy and voice of the customer
Experience developing new processes, tools, or product features to improve troubleshooting efficiency.

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Hard Skills

ZPA technology
ZCC
networking
cloud security
performance management
troubleshooting efficiency
process development
tool development
product features

Soft Skills

technical leadership
collaboration
consensus building
advising leadership
customer voice reflection
training development
strategic direction

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