Product Support Engineer III

The role

You will act as the highest level of technical support in the TAC. You will resolve the most complex and critical issues escalated from Level I and Level II engineers. Your work covers security and network problems for customers.

What you will do

• Provide second line phone and email consultation to independently debug complex security and network problems
• Interface with Engineering and assist the customer with testing or troubleshooting
• Reproduce customer issues to verify problems and give feedback to Engineering and Operations teams
• Document incident resolutions not found in the knowledge base in the technical support online database
• Give input on product and code changes through all points of the product cycle

Required qualifications

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies into workflows
• Minimum 6 years as Support Engineer or Sr. Support Engineer supporting networking or web security products
• Experience with operating systems such as Linux, Unix, and FreeBSD
• Experience troubleshooting network issues and using tools such as Ping, Traceroute, and MTR
• Expert knowledge of protocols such as HTTP, SMTP, FTP, and DNS
• Familiarity with network protocol analyzers (tcpdump, Wireshark), network security (SSL/TLS, VPNs, firewalls, IDS/IPS), authentication systems (LDAP, MS AD), VPN technologies (IPSec), and scripting (S

Nice to have

• Demonstrated ability to use AI technologies and workflows to drive measurable operational efficiency
• Hands-on experience with Zscaler products
• Network security related certifications

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 (NASDAQ: ZS) provides the Zero Trust Exchange platform, which securely connects users, devices, and applications in any location. The company describes it as the world's largest in-line cloud security platform, distributed across 200+ public data centers globally.