Designated Support Engineer III

The role

You will provide second line phone and email support to debug complex security and network problems. You will work with Engineering to test and troubleshoot customer issues, reproduce problems, and document resolutions. You will also give input on product direction and code changes.

What you will do

• Provide second line phone and email consultation to debug complex security and network problems
• Interface with Engineering and help customers test or troubleshoot
• Reproduce customer issues to verify problems and give feedback to Engineering and Operations
• Create entries in the technical support database for resolutions not found in the knowledge base
• Give input on product and code changes through the product cycle

Required qualifications

• Demonstrated curiosity and active exploration of AI tools, with a history of integrating new technologies into workflows
• 5+ years of support and networking experience, including firewalls and packet filtering troubleshooting
• Proficient in Wireshark, Fiddler, MTR, and traceroute for network and application analysis
• Hands-on experience configuring and troubleshooting GRE and IPSec VPN tunnels
• Experience using PAC files to optimize network pathing and traffic flow
• Deep expertise in SAML, Kerberos, HTTP methods, IPv4/IPv6 routing, and DNS administration

Nice to have

• Proven ability to use AI technologies and workflows to drive measurable operational efficiency
• Prior knowledge of Forward Proxy and cloud environments such as AWS and Azure
• Direct experience in Firewall and VPN/Zero Trust environments

Benefits

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

About the company

Zscaler provides the Zero Trust Exchange platform, a SASE-based cloud security platform that securely connects users, devices, and applications. The company describes it as the world's largest in-line cloud security platform.