Zscaler

Senior Focal Support Engineer

Tokyo, JPN. Posted 16 days ago

The role

This person will provide Tier III focal support by phone and email, diagnosing and resolving complex security and network issues for assigned customers. They will also work with the Product, Engineering and Escalation teams and reproduce customer issues.

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, and more

About the company

Zscaler (NASDAQ: ZS) provides a cloud security platform, the Zero Trust Exchange, that protects customers from cyberattacks and data loss. The company describes its focus on Human + AI and an AI-native enterprise.