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 Engineering team built the world's largest cloud security platform from the ground up, and we keep building. With more than 100 patents and big plans for enhancing services and increasing our global footprint, the team has made us and our multitenant architecture today's cloud security leader, with more than 15 million users in 185 countries. Bring your vision and passion to our team of cloud architects, software engineers, security experts, and more who are enabling organizations worldwide to harness speed and agility with a cloud-first strategy.

What you'll do

You will have to manage and resolve customer cases assigned to your pod promptly to meet customer needs and satisfaction.
Build trust with customers by understanding their requirements, priorities, and limitations to provide solutions.
You will Participate in the on-call rotation to monitor and address weekend issues, although it is voluntary.
You will collaborate with team members in your pod to ensure cases are handled.
You will replicate customer issues, identify potential workarounds, and assess their viability within customer expectations and limitations.
Collaborate with the product team, engineering, or escalation team to open bug reports for code defects using Jira.
Communicate with assigned customers, keeping them updated on progress and resolutions.
You will be reporting to the Senior Manager of Global Focal Support.

Required Qualifications:

5+ years of support and networking experienced required
General firewalls and packet filtering experience and troubleshooting
Understanding of common network and application protocols and behaviours to facilitate troubleshooting unexpected behaviors.
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 #LI-HYBRID

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:

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.

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