What are the responsibilities and job description for the Technical Support Engineer position at Zscaler?
At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.
We're looking for an experienced Designated Support Engineer III to join our Focal Support team. Reporting to the Focal Support Manager, you'll be responsible for:
- Managing and resolving customer cases assigned to your pod promptly to meet customer needs and satisfaction
- Building trust with customers by understanding their requirements, priorities, and limitations to provide solutions
- Participating in the on-call rotation to monitor and address weekend issues, although it is voluntary
- Collaborating with the product team, engineering, or escalation team to open bug reports for code defects using Jira
- Communicating with assigned customers, keeping them updated on progress and resolutions
What We're Looking for (Minimum Qualifications)
- 4 years of support and networking experienced required
- General firewalls and packet filtering experience and troubleshooting
- HTTP/HTTPS troubleshooting by browsers (performance and errors)
- IPv4, IPv6, routing, DNS, load balancing, proxies, and other layer 2-4 concepts
- Authentication systems such as LDAP, MS AD
What Will Make You Stand Out (Preferred Qualifications)
- Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
- Zscaler Product Experience
- VPN technologies such as IPSec and VPN clients, Scripting knowledge (SHELL, Python)
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