Senior Focal Support Engineer

Tokyo, JPN. Posted a month ago

The role

This person will provide Tier III focal support by phone and email, diagnosing and resolving complex security and network issues. They will work with customers, Product, Engineering and Escalation teams to keep customers updated and solve their problems.

What you will do

Provide Tier III focal support over phone and email to independently diagnose and resolve complex security and network issues
Communicate with assigned customers and pods to keep them updated on progress and resolutions
Partner with the Product, Engineering, and Escalation teams to assist customers with testing or troubleshooting efforts
Reproduce customer issues to verify problems and provide feedback to the Engineering and Operations teams

Required qualifications

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
7+ years of experience in technical support or a related technical field
University degree in IT, Computer Science, or a related field
Proficiency in troubleshooting, debugging, and working directly with customers

Nice to have

Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet captures and general diagnostics
Experience with Internet protocols including HTTP and its proxies, SMTP, DNS, LDAP, and FTP
Experience with open source system administration (Windows, Linux, FreeBSD) and the proficiency to read packet captures using Wireshark

Benefits

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

Before you apply

Zscaler complies with applicable pay transparency rules; specific pay is not stated in this posting
Applicants may request accommodations in the recruiting process

About the company

Zscaler provides the Zero Trust Exchange platform, a cloud security platform that protects customers from cyberattacks and data loss. The company describes itself as building an AI-native enterprise.