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Senior Product Support Engineer - job 2 of 2

About Zscaler

Serving thousands of enterprise customers around the world including 40% 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 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.

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making. We’re responsible for facilitating smooth transitions during organizational change efforts that promote employee adoption. You’ll be an integral part of solving challenges faced by our frontline teams to help make Zscaler more efficient and effective in meeting our customers’ needs.

We're looking for an experienced Senior Product Support Engineer to join our Product Support team. Reporting to the Manager of Product Support, you'll be responsible for:

Providing phone/email consultation to independently debug complex security/network problems for Tier III support
Working with Engineering and assisting the customer with testing or troubleshooting.
Reproducing customer issues to verify problems and providing feedback to the Engineering and Operations team.

What We're Looking for (Minimum Qualifications)

6+ years of experience in technical support or a related area
Minimum university degree in IT, or related field.
Proficient in troubleshooting, debugging, and customer satisfaction

What Will Make You Stand Out (Preferred Qualifications)

In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet, captures and general diagnostics is required.
Experience with Internet protocols: HTTP, and its proxies, SMTP, DNS, LDAP, and FTP is required.
Experience with open source system administration: Windows, Linux, FreeBSD and the ability to read packet captures (Wireshark).

#LI-JK3

#LI-Hybrid

At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

Various health plans
Time off plans for vacation and sick time
Parental leave options
Retirement options
Education reimbursement
In-office perks, and more!

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.

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What You Should Know About Senior Product Support Engineer, Zscaler

Are you ready to take your career to the next level with Zscaler as a Senior Product Support Engineer? Join our talented Product Support team in Tokyo, where you’ll be at the forefront of solving complex security and network challenges for our enterprise customers. In this role, you will provide crucial Tier III support via phone and email, independently debugging intricate security issues while collaborating closely with our Engineering team. Picture yourself reproducing customer issues and offering valuable feedback that directly influences our product improvements. With over 6 years of experience in technical support, your proficiency in troubleshooting and debugging paired with a minimum degree in IT will set you apart. Zscaler is not just any tech company; we strive to make the digital world safer for businesses, and your contributions will be a vital part of that mission. You’ll have the chance to work with a diverse team passionately dedicated to customer success, while also benefiting from our comprehensive perks and inclusive culture. If you understand enterprise networking, Internet protocols, and have experience with both Windows and Linux systems, we want to hear from you. Join us at Zscaler, where innovation meets inclusion and excellence drives us all forward!

Frequently Asked Questions (FAQs) for Senior Product Support Engineer Role at Zscaler

What are the primary responsibilities of a Senior Product Support Engineer at Zscaler?

As a Senior Product Support Engineer at Zscaler, your main responsibilities include providing Tier III support by independently debugging complex security and network issues. You will engage in phone and email consultations with customers, assist the engineering team with testing, and reproduce customer problems to give feedback effectively.