Product Support Engineer II
19 hours ago
At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.
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:
- Providing second line phone/email consultation to independently debug complex security/network problems
- Reproducing customer issues to verify problems and provide feedback to Engineering and Operations teams
- Creating entries in our technical support online database to document any incident resolution that is not found in our knowledge base
- Mentoring other engineers on advanced troubleshooting, debugging and case management skills
- Understanding the product direction and customer use-cases and contribute to product and code changes through all points of the product cycle
- 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
- Bachelor of Science in Computer Science/Engineering or an equivalent advanced industry certifications
- Zscaler product experience
- Script knowledge (SHELL, Python,)
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