Product Support Engineer

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 to join our Product Support team. Reporting to the Manager of Product Support, you'll be responsible for:

• Provide phone/email consultation to independently debug complex security/network problems for Tier II support
• Work with Engineering and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to the Engineering and Operations team.

What We're Looking for (Minimum Qualifications)

• Must have 6+ years of experience in technical support or a related area
• Minimum university degree in IT, or related field.
• Must be proficient in troubleshooting, debugging, and customer satisfaction

What Will Make You Stand Out (Preferred Qualifications)

• In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet, captures and general diagnostics is required.
• Experience with Internet protocols: HTTP, and its proxies, SMTP, DNS, LDAP, and FTP is required.
• Experience with open source system administration: Windows, Linux, FreeBSD and the ability to read packet captures (Wireshark).

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