Customer Support Associate I

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Role

We are looking for a Customer Support Associate I to join our team. This is a Hybrid role, reporting to the Senior Manager, Customer Services in the Customer Success Organization department. As a vital member of the support organization, you will drive the seamless activation of products and services, ensuring technical accuracy through detailed URL analysis. You will serve as a critical point of contact for our customers, navigating technical migrations and service deliveries with precision and empathy to ensure an elite user experience.

What you’ll do (Role Expectations)

• Execute essential tasks related to the activation of products, features, and services for a global customer base
• Review and analyze URLs to determine their purpose or content and assign them to the appropriate category
• Manage inbound customer inquiries with a high degree of professionalism, ensuring efficient routing to specialized internal teams
• Partner cross-functionally across the organization to guarantee the successful delivery of complex services and technical features
• Own customer-facing interactions for critical projects, including sharing vital updates regarding data center migrations and technical infrastructure changes

Who You Are (Success Profile)

• You act like an owner. Your passion for the mission fuels your bias for action, and you operate with the integrity that comes from genuinely caring about every customer outcome.
• You are a problem-solver. You lean into challenges and are energized by finding solutions, knowing that tackling the difficult problems is where you deliver the greatest impact.
• You are a learner. You possess a true growth mindset, constantly seeking feedback and developing your skills to become an even more effective partner and teammate.
• You are customer-obsessed. You build deep empathy for both internal and external stakeholders, anchoring every decision in solving real-world problems for those we serve.
• You operate with urgency. You recognize that in a high-growth environment, speed and quality must coexist, and you maintain a relentless focus on delivering high-impact results quickly.

What We’re Looking for (Minimum Qualifications)

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
• At least 2 years of dedicated experience in a customer service or support environment
• Foundational understanding of networking concepts, including the OSI model
• Demonstrated expertise in customer interaction, project management, and disciplined time management
• Proven ability to rapidly learn and apply new organizational processes, policies, and service knowledge

What Will Make You Stand Out (Preferred Qualifications)

• Good understanding of TCP/IP protocols and general networking architecture
• Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
• CCNA certification or equivalent technical validation
• Direct experience managing high-touch customer engagements or communicating technical migration details

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler's hybrid working model and benefits  here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.