Product Support Engineer III

An opportunity to join a world-class team made up of some of the most prominent names in security. 

You’ll be provided with the best support, learning, and access to expertise in the marketplace to help resolving customer issues. 

You would be part of the Customer Services organization. In this role you will provide world-class post-sales technical support directly to customers and partners.

Your responsibilities are to provide second line phone/email consultation to independently debug complex security/network problems. You will be the interface with Engineering and assist the customer with testing or troubleshooting.  Your experience consulting for enterprise customers alongside your technical expertise on solving complex issues will give you the skills you need to build a highly successful career within a high growth organization.

What you can expect during our extensive onboarding program:

Zscaler is committed to your successful onboarding and ongoing professional development. Here’s what you can expect during your first 90 days:

Within 30 Days

• Become familiar with Zscaler’s products and messaging and understand how we do things  
• Obtain certifications on ZIA administrator courses 
• Develop hands-on knowledge and experience with the Zscaler cloud platform and products
• Attend the Product bootcamps to learn our products and technology in depth
• Shadow fellow Support Engineers with their troubleshooting session

Within 60 Days

• Advanced bootcamp on the Zscaler technologies
• Gain the ability to configure Zscaler technologies to meet customers’ requirements
• Start to engage with customers and help them resolve problems 

1. Within 90 Days

• Start solving complex problems and helping customers implement best practices

• Start sharing best practices with your peers
• Start working cross functionally with engineering, operations and TAM teams. 
• Gain confidence and readiness to understand and assist with the most complex issues that Zscaler customers might face

Ideally, You’ll Have:

• Good understanding of HTTP and TCP/IP
• Network transformation technologies such as MPLS, SD-WAN or WAN Optimization.
• The ability to read packet captures
• Troubleshooting knowledge, design and implementation experience

It would be considered an advantage, if you as well have some of the following:

• A background in Internet and Security technologies such as SWG, Sandboxing, Firewalls, DLP, and VPNs
• A vendor certification such as CCNA or equivalent of it
• A detailed working knowledge of web based security and network infrastructure, Security Proxies, such as NGFW, SSL/IPSec VPNs, and Firewalls

In return, we’re offering a compensation package made up of a competitive base salary, generous employee benefits, and equity alongside investment in your personal and professional development.

Your Responsibilities as a Product Support Engineer:

• Provide second line phone/email consultation to independently debug complex security/network problems.
• Interface with Engineering and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations team.
• Create entries in our technical support on-line database to accurately document any incident resolution that is not found in our knowledge base.
• Assist in developing on-going training programs for the department.
• Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.
• Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.
• Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.
• Other duties as assigned