Product Support Engineer II

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 defences 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

An opportunity to join a world-class team made up of some of the most prominent names in security. 

You’ll be provided with the best support, learning, and access to expertise in the marketplace to help resolving customer issues. 

You would be part of the Customer Services organisation. In this role you will provide world-class post-sales technical support directly to customers and partners.

Your responsibilities are to provide second line phone/email consultation to independently debug complex security/network problems. You will be the interface with Engineering and assist the customer with testing or troubleshooting.  Your experience consulting for enterprise customers alongside your technical expertise on solving complex issues will give you the skills you need to build a highly successful career within a high growth organisation.

What you can expect during our extensive onboarding program:

Zscaler is committed to your successful onboarding and ongoing professional development. Here’s what you can expect during your first 90 days:

Within 30 Days

• Become familiar with Zscaler’s products and messaging and understand how we do things  

• Obtain certifications on ZIA administrator courses 
• Develop hands-on knowledge and experience with the Zscaler cloud platform and products
• Attend the Product bootcamps to learn our products and technology in depth
• Shadow fellow Support Engineers with their troubleshooting session

Within 60 Days

• Advanced bootcamp on the Zscaler technologies
• Gain the ability to configure Zscaler technologies to meet customers’ requirements
• Start to engage with customers and help them resolve problems 

1. Within 90 Days

• Start solving complex problems and helping customers implement best practices

• Start sharing best practices with your peers
• Start working cross functionally with engineering, operations and TAM teams. 
• Gain confidence and readiness to understand and assist with the most complex issues that Zscaler customers might fac

Qualifications

Ideally, You’ll Have:

• 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

It would be considered an advantage, if you as well have some of the following:

• 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

In return, we’re offering a compensation package made up of a competitive base salary, generous employee benefits, and equity alongside investment in your personal and professional development.

Your Responsibilities as a Product Support Engineer:

• Provide second line phone/email consultation to independently debug complex security/network problems.
• 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.
• Create entries in our technical support on-line database to accurately document any incident