Product Support Engineer II

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and lead value. Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making. We're responsible for facilitating smooth transitions during organizational change efforts that promote employee adoption. You'll be an important contributor to solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs.

We're looking for an experienced Product Support Engineer III to join our Global Customer Support team. Reporting to the Manager, Product Support you'll be responsible for:

• Provide second line phone/email consultation to independently debug complex security/network problems.
• Work with Engineering and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
• Create entries in our technical support online database to document any incident resolution that is not found in our knowledge base.
• Help develop ongoing training programmes for the department.
• Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone.
• Mentor other engineers on advanced troubleshooting, debugging and case management skills.
• Understand the product direction and customer use-cases and contribute to product and code changes through all points of the product cycle.

What We're Looking for (Minimum Qualifications)

• Minimum 2-year experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products.
• Experience with operating systems such as Linux, Unix, and Free BSD. • Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Traceroute, MTR)
• Experience of protocols such as HTTP, SMTP, FTP, and DNS
• Working knowledge of Apache and IIS Web Server administration
• Working Knowledge of networking and security products and enterprise Network Infrastructure.
• Familiarity with: o Network Protocol Analyzers (tcpdump, Wireshark) o Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS) o authentication systems such as LDAP, MS AD etc o VPN technologies such as IPSec and VPN clients

What Will Make You Stand Out (Preferred Qualifications)

• Bachelor of Science in Computer Science/Engineering or an equivalent advanced industry certifications
• Zscaler product experience
• Script knowledge (SHELL, Python,)

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Our Benefits programme 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:

• Multiple health plans
• A flexible time off policy
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

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 proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration 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 characteristics 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. For additional information about the federal requirements, click here.

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.

Experience Level

Senior Level