What are the responsibilities and job description for the Senior Product Support position at Zscaler?
Our Engineering team built the world's largest cloud security platform from the ground up, and we keep building. With more than 100 patents and big plans for enhancing services and increasing our global footprint, the team has made us and our multitenant architecture today's cloud security leader, with more than 15 million users in 185 countries. Bring your vision and passion to our team of cloud architects, software engineers, security experts, and more who are enabling organizations worldwide to harness speed and agility with a cloud-first strategy.
We're looking for an experienced Senior Product Support Engineer to join our Customer Service team, reporting to Josh Tracy, Senior Director of Customer Support. This is a hybrid position, reporting in to the office 2-3 days a week in Plano, Texas or San Jose, California.
Your Responsibilities as a Product Support Engineer:
- Provide second line phone/email consultation to independently debug complex security/network problems. You'll 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. Part of this entails creating entries in our technical support on-line database to accurately document any incident resolution that is not found in our knowledge base. You will also assist in developing ongoing training programs for the department and be a mentor to other engineers on advanced troubleshooting, debugging and case management skills.
- Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle.
What We're Looking for (Minimum Qualifications)
- 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
- Hands-on Experience on at least one public cloud(AWS/Azure/GCP)
What Will Make You Stand Out (Preferred Qualifications)
- Exposure using Terraform
- 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
#LI-Hybrid
At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.
Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:
- Various health plans
- A flexible time off policy
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
