Product Support Engineer II

4 weeks ago

Bengaluru, India Zscaler Softech Full time

Job Description

Responsibilities.

- We're looking for an experienced Product Support Engineer II to join our Global Customer Support team.
- Reporting to the Manager, Product Support you'll be responsible for:.
- Provide second line phone/email consultation to independently debug complex security/network problems..
- Work with Engineering and assist the customer with testing or troubleshooting..
- Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams.
- Create entries in our technical support online database to document any incident resolution that is not found in our knowledge base..
- Help develop ongoing training programmes for the department..
- Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone..
- Mentor other engineers on advanced troubleshooting, debugging and case management skills..
- Understand the product direction and customer use-cases and contribute to product and code changes through all points of the product cycle..

What We're Looking for (Minimum Qualifications).

- Minimum 2-year experience working as Support Engineer/ Sr.
- Support Engineer supporting networking or web security products..
- Experience with operating systems such as Linux, Unix, and Free BSD..
- Experience troubleshooting network issues and familiarity with the necessary tools.
- (Ping, Traceroute, MTR).
- Experience of protocols such as HTTP, SMTP, FTP, and DNS.
- Working knowledge of Apache and IIS Web Server administration.
- Working Knowledge of networking and security products and enterprise Network Infrastructure..
- Familiarity with: o Network Protocol Analyzers (tcpdump, Wireshark) o Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS) o authentication systems such as LDAP, MS AD etc o VPN technologies such as IPSec and VPN clients.

What Will Make You Stand Out (Preferred Qualifications).

- Bachelor of Science in Computer Science/Engineering or an equivalent advanced industry certifications.
- Zscaler product experience.
- Script knowledge (SHELL, Python,).

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