Product Support Engineer II

About Zscaler

Zscaler accelerates digital transformation so our customers can be more agile, efficient, resilient, and secure. Our cloud native Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.Here,

impact in your role matters more than title

and trust is built on results. We believe in transparency and value

constructive, honest debate

we're focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on

customer obsession,

collaboration, ownership and accountability.We value high-impact, high-accountability with a sense of urgency where you're enabled to do your best work and embrace your potential. If you're driven by purpose, thrive on solving complex challenges and want to make a positive difference on a global scale, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.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.

Responsibilities

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:

• Providing second line phone/email consultation to independently debug complex security/network problems
• Working with Engineering and assisting the customer with testing or troubleshooting
• Reproducing customer issues to verify problems and provide feedback to Engineering and Operations teams
• Creating entries in our technical support online database to document any incident resolution that is not found in our knowledge base
• Understanding the product direction and customer use-cases and contributing 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
• Must have working knowledge and hands on experience in SD-WAN, Routing protocols(BGP,OSPF), Firewall, Switching, SSL, SWG, VPN
• Must have working knowledge and hands on experience in Ubuntu and Python
• Experience delivering products as cloud-based services
  

What Will Make You Stand Out (Preferred Qualifications)

• Bachelor of Science in Computer Science/Engineering or an equivalent advanced industry certifications
• Zscaler product experience
  

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.

Benefits

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 Future of Work strategy, 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.