Product Support Engineer II

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive 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 integral part of solving challenges faced by our frontline teams to help make Zscaler more efficient and effective in meeting our customers' needs.

We're looking for an experienced Product Support Engineer II 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.
• Help develop ongoing training programmes for the department and 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 and 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 years of experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products and experience with operating systems such as Linux, Unix, and Free BSD.
• Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Traceroute, MTR) and of protocols such as HTTP, SMTP, FTP, DNS
• Working knowledge of Apache and IIS Web Server administration and 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 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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