Sr Product Support Engineer

Company Description

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 Posture Control is a new business unit created within Zscaler to build on the success of our user and data protection solutions and now extend security solutions to protect “Public Cloud Infrastructure such as AWS, Azure and GCP”. We are looking for rock star product specialsts to be part of this new and growing organization. Our successful product specialsts understand any one of the public cloud infrastructure platforms such as AWS, Azure and GCP well. They have the skills required to engage customers in their cloud adoption journey and help customers secure their public cloud infrastructure using zscaler cloud protection platform.

We work in a fast-paced, dynamic, and make it happen culture. Our people are some of the brightest and passionate in the industry that thrives on being the first to solve problems. We are always looking to hire highly passionate, collaborative, and humble people that want to make a difference.

**Job Description**:
We are currently seeking a Sr Product Support Engineer** **to join our growing Customer Care Organization. In this role you will provide world-class post-sales technical support directly to customers and partners, and manage escalated issues that require the highest levels of technical and communicative attention. This role will work specifically with those accounts which need longer-term support and more frequent check ins.

Responsibilities/What You’ll Do:

- Hold daily/weekly get-well calls with customers with escalated issues
- Engage with customers on escalated support issues or critical customer situations
- Provide expert systems design, recommendations, and configurations
- Perform in-depth diagnostics and troubleshooting using networking tools
- Assist customers with testing or troubleshooting of networking or cloud service issues
- Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
- Maintain ticket database, logging issues and customer interactions
- Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert

**Qualifications**:

- 5+ years of support and networking experienced required
- Bachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications.
- Proven experience escalating technical customer issues
- Very strong verbal and written communication skills (English)
- Working knowledge of networking and security products and enterprise network infrastructure.
- Zscaler Experience a plus
- Excellent customer facing communication skills
- Strong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers
- Experience with web technologies including HTTP, SSL
- Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
- Authentication systems such as LDAP, MS AD etc
- Knowledge of protocols such as HTTP, SMTP, FTP, DNS
- Experience with operating systems such as Linux, Unix and Free BSD
- Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
- Working knowledge of Apache and IIS Web Server administration

Additional Information

All your information will be kept confidential according to EEO guidelines.

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**What You Can Expect From Us**:

- An environment where you will be working on cutting edge technologies and architectures
- A fun, passionate and collaborative workplace
- Competitive salary and benefits, including equity

**Why Zscaler?**

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team.

Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.