Technical Support Engineer (Eastern or Pacific Time)

About Zscaler

Serving thousands of enterprise customers around the world including 45% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform, which is found in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

Red Canary, a Zscaler company, monitors an enterprise’s environment to detect and respond to cybersecurity threats so they can focus on their mission. Our Managed Detection and Response (MDR) solution is a unique blend of human expertise and security, which protects organizations from modern adversaries as their teams work remotely, move to the cloud, and they adopt new cybersecurity and IT technologies.

The Technical Support Engineer (TSE) understands that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and root cause of the issue. Your success is measured by your ability to be an extension to our customers as well as your commitment to act with urgency, thoughtful responsiveness, and the number of issues resolved.

We are looking for an experienced Technical Support Engineer (TSE) to join our Customer Support team. You will be required to work from 8AM to 5PM Eastern or Pacific Time. Reporting to the Manager, Technical Support, you will be responsible for:

• Being on the front lines of our support team, ensuring every customer inquiry is properly reviewed and handled with care. You'll use our established triage process to identify, categorize, and resolve complex issues with understanding of customer needs and concerns and deeper comprehension of product and issue relation.
• Communicating with customers clearly, concisely, and professionally, both written and verbal, and striving to educate customers in ticket responses to ensure that they are getting the most out of our products. 
• Creating , updating, and sharing documentation based on troubleshooting and new solutions
• Working with Product Management and Engineering to identify, reproduce, inform on, and resolve defects.
• Participating in the team’s on call pager rotation, responding  to operational incidents as needed
• Owning  the maintenance, upgrades, and performance of the hosted server fleet, while striving to minimize operational incidents.

What We're Looking for (Minimum Qualifications)

• 4+ years in a technical facing role, troubleshooting and resolving technical issues with a wide range of technologies.
• Troubleshooting experience in the following areas:
• Windows, macOS, and Linux environments
• Networking (TCP/IP, DNS, Wireshark, SSL)
• Third-party security agents, EDR preferred
• Strong listening, written, and verbal communication skills with proven ability to initiate and manage relationships via email and on calls.
• An understanding of how to prioritize and escalate customer issues to the appropriate internal team.
• An independent and self-sufficient mindset, focused on the needs of your customers and genuinely excited about forging a path forward when none exists.
• The ability to prioritize customer well-being, even through difficult conversations. Maintain a positive, proactive approach: identify and resolve issues impacting customer experience or team processes immediately.

What Will Make You Stand Out (Preferred Qualifications)

• Hands-on experience with VMware Carbon Black, Crowdstrike Falcon, SentinelOne, Microsoft Defender for Endpoint, AWS, or Microsoft Azure.
• Experience with technologies such as Palo Alto PAN-OS, Fortinet FortiGate, Cisco Meraki, Okta Workforce Identity, and others.
• Experience in supporting external customers on SaaS application-level support

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Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all U