Product Support Engineer II

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, which is found in our SASE and SSE offerings, 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. 

At Zscaler, our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and lead 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 important contributor to solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs.

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 and email support to independently troubleshoot and resolve complex security and network issues
• Collaborating with Engineering to assist customers in testing, troubleshooting, and reproducing issues for verification
• Documenting unique incident resolutions in the technical support database to expand the knowledge base
• Fostering a collaborative team environment by supporting and mentoring fellow Zscaler employees
• Contributing to product improvements by understanding customer use cases and providing feedback throughout the product lifecycle

What We're Looking for (Minimum Qualifications)

• Minimum 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
• Familiarity with: Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS) authentication systems such as LDAP, MS AD etc VPN technologies such as IPSec and VPN clients

What Will Make You Stand Out (Preferred Qualifications)

• Bachelor of Science in Computer Science/Engineering or an equivalent advanced industry certifications
• Zscaler product experience, Script knowledge (SHELL, Python)
• Working knowledge of networking and security products and enterprise Network Infrastructure, Apache and IIS Web Server administration

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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:

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.