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

• Providing phone/email consultation to independently debug complex security/network problems for Tier III support
• Working with Engineering and assisting the customer with testing or troubleshooting
• Reproducing customer issues to verify problems and providing feedback to the Engineering and Operations team

What We're Looking for (Minimum Qualifications)

• 7+ years of experience in technical support or a related area
• Minimum university degree in IT, or related field
• Proficient in troubleshooting, debugging, and working directly with customers

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
• Experience with open source system administration: Windows, Linux, FreeBSD and the ability to read packet captures (Wireshark)

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