Designated Support Engineer III

Zscaler is seeking an experienced Designated Support Engineer III to join their Focal Support team. This role involves managing and resolving customer cases, building trust through understanding customer needs, participating in on-call rotations, collaborating with product and engineering teams to report bugs, and communicating progress to customers. The ideal candidate will contribute to Zscaler's mission of accelerating digital transformation and ensuring customer success with their Zero Trust Exchange platform.

Must Have

• Manage and resolve customer cases assigned to your pod promptly to meet customer needs and satisfaction
• Build trust with customers by understanding their requirements, priorities, and limitations to provide solutions
• Participate in the on-call rotation to monitor and address weekend issues (voluntary)
• Collaborate with the product team, engineering, or escalation team to open bug reports for code defects using Jira
• Communicate with assigned customers, keeping them updated on progress and resolutions

Good to Have

• Network Protocol Analyzers (tcpdump, Wireshark)
• Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
• Zscaler Product Experience
• VPN technologies such as IPSec and VPN clients
• Scripting knowledge (SHELL, Python)

Perks & Benefits

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

About Zscaler

Zscaler accelerates digital transformation so our customers can be more agile, efficient, resilient, and secure. Our cloud native Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership and accountability.

We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges and want to make a positive difference on a global scale, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

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 Designated Support Engineer III to join our Focal Support team. Reporting to the Focal Support Manager, you'll be responsible for:

• Managing and resolving customer cases assigned to your pod promptly to meet customer needs and satisfaction
• Building trust with customers by understanding their requirements, priorities, and limitations to provide solutions
• Participating in the on-call rotation to monitor and address weekend issues, although it is voluntary
• Collaborating with the product team, engineering, or escalation team to open bug reports for code defects using Jira
• Communicating with assigned customers, keeping them updated on progress and resolutions

What We're Looking for (Minimum Qualifications)

• 5+ years of support and networking experienced required
• General firewalls and packet filtering experience and troubleshooting
• HTTP/HTTPS troubleshooting by browsers (performance and errors)
• IPv4, IPv6, routing, DNS, load balancing, proxies, and other layer 2-4 concepts
• Authentication systems such as LDAP, MS AD

What Will Make You Stand Out

• Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
• Zscaler Product Experience
• VPN technologies such as IPSec and VPN clients, Scripting knowledge (SHELL, Python)

#LI-HYBRID

#LI-RR1

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

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!

Learn more about Zscaler’s Future of Work strategy, hybrid working model, and benefits here

.

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 committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered 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 characteristic 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.

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.