Product Support Engineer
hace 2 días
Company Overview
">Zscaler is a leading cloud-based security company that processes over 50 billion transactions daily, providing robust protection to its customers.
">Salary and Benefits
">We offer a competitive salary range of $120,000 - $180,000 per annum, depending on experience, along with attractive benefits including equity participation.
">Job Description
">We are seeking an experienced Sr Product Support Engineer to join our Customer Care Organization. In this role, you will provide world-class post-sales technical support directly to customers and partners, managing escalated issues that require the highest levels of technical and communicative attention.
">This position involves working closely with customers who require longer-term support and more frequent check-ins. Your responsibilities will include:
">- ">
- Holding daily/weekly get-well calls with customers experiencing escalated issues.">
- Engaging with customers on critical support issues or customer situations.">
- Providing expert systems design, recommendations, and configurations.">
- Performing in-depth diagnostics and troubleshooting using networking tools.">
- Assisting customers with testing or troubleshooting of networking or cloud service issues.">
- Reproducing customer issues to verify problems and document steps to replicate for Support, Engineering, and Operations teams.">
- Maintaining ticket databases, logging issues, and customer interactions.">
- ">
Required Skills and Qualifications
">To excel in this role, you should possess:
">- ">
- 5+ years of experience in support and networking, preferably with a Bachelor's degree in Computer Science, Computer Engineering, or equivalent advanced industry certifications.">
- A proven track record of escalating technical customer issues.">
- Strong verbal and written communication skills (English) with excellent customer-facing communication skills.">
- Working knowledge of networking and security products, as well as enterprise network infrastructure.">
- Zscaler experience is a plus.">
- Familiarity with web technologies, including HTTP, SSL, and authentication systems like LDAP, MS AD, etc.">
- Knowledge of protocols such as HTTP, SMTP, FTP, DNS, and operating systems like Linux, Unix, and FreeBSD.">
- Network troubleshooting experience and familiarity with tools like Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark.">
- Experience with Apache and IIS Web Server administration.">
- ">
What We Offer
">At Zscaler, you can expect a dynamic work environment where you'll be working on cutting-edge technologies and architectures. You'll be part of a fun, passionate, and collaborative workplace, with opportunities for professional growth and development.
">Join us in our mission to protect our customers' digital experiences by applying for this Sr Product Support Engineer position today
">About Zscaler
">Zscaler is an equal opportunity employer committed to diversity and inclusion. We celebrate individual differences and strive to create an inclusive environment that enables success for all employees. Join our award-winning team and be part of shaping the future of cloud security
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