Focal Support Engineer

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 Focal Support Engineer to join our Customer Service team, reporting to the Director of Focal Support. This is a hybrid role, reporting in to the Plano, Texas office 3 days a week.  You will: 

• Work in a small group (pod) familiar with both customer technology and maintenance personnel.
• Earn customer trust and deliver a superior, responsive support experience.
• Collaborate with Technical Account Managers (TAMs) and account teams to provide personalized and knowledgeable support.
• Understand customer history and feature usage to provide relevant recommendations.
• Contribute to building customer trust in our product for mission-critical infrastructure and deliver technical solutions to large enterprises.

What We're Looking for (Minimum Qualifications)

• 5+ years of support and networking experienced required
• Network troubleshooting, including use of Wireshark, trace route and MTR to identify problems
• SSL, HTTP/HTTPS troubleshooting via browsers (performance and errors)
• IPv4, IPv6, routing, DNS, load balancing, PAC files, proxies, and other layer 2-4 concepts
• Authentication systems such as LDAP, MS AD etc

What Will Make You Stand Out (Preferred Qualifications)

• Bachelor's Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications.
• GRE and IPSec tunnel troubleshooting
• General firewalls and packet filtering experience and troubleshooting

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