Senior Product Support (Commercial)

Company Description

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances. 

Zscaler 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. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

Job Description

We are currently seeking a Sr. Product Support Engineer to join our growing Customer Care Organization. In this role you will provide world-class post-sales technical support directly to customers and partners, and manage escalated issues that require the highest levels of technical and communicative attention. This role will work specifically with those accounts which need longer-term support and more frequent check ins.

Responsibilities/What You’ll Do:

• Hold daily/weekly get-well calls with customers with escalated issues
• Engage with customers on escalated support issues or critical customer situations
• Provide expert systems design, recommendations, and configurations
• Perform in-depth diagnostics and troubleshooting using networking tools
• Assist customers with testing or troubleshooting of networking or cloud service issues
• Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
• Maintain ticket database, logging issues and customer interactions
• Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert

Qualifications

• 5+ years of support and networking experienced required
• Bachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications.
• Proven experience escalating technical customer issues
• Very strong verbal and written communication skills (English)
• Working knowledge of networking and security products and enterprise network infrastructure.
• Zscaler Experience a plus
• Excellent customer facing communication skills
• Strong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers
• Experience with web technologies including HTTP, SSL 
• Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
• Authentication systems such as LDAP, MS AD etc
• Knowledge of protocols such as HTTP, SMTP, FTP, DNS
• Experience with operating systems such as Linux, Unix and Free BSD
• Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
• Working knowledge of Apache and IIS Web Server administration

Additional Information

The base salary range for this full-time position is $100,000 to $145,000 + bonus + equity + benefits.

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 US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

All your information will be kept confidential according to EEO guidelines.

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What You Can Expect From Us:

• An environment where you will be working on cutting edge technologies and architectures
• A fun, passionate and collaborative workplace
• Competitive salary and benefits, including equity

Why Zscaler?

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we