Product Support Engineer III - DLP

About the role

This role focuses on providing expert technical support for Data Loss Prevention (DLP) issues. The engineer will act as the main point of contact for escalated problems, performing in-depth troubleshooting and root cause analysis to find lasting solutions. This involves a deep understanding of various DLP technologies and the ability to address complex technical challenges.

A key aspect of this position is collaboration with internal teams. The Product Support Engineer will work closely with other departments to identify product improvements based on recurring issues and customer feedback. Maintaining clear and consistent communication with customers throughout the escalation process is also essential, ensuring they are informed of progress and resolutions.

Success in this role means effectively resolving critical DLP issues, contributing to product enhancements, and ensuring customer satisfaction. The engineer will leverage their expertise in data protection principles and operating systems to diagnose and fix problems, ultimately helping Zscaler's enterprise clients maintain secure cloud environments.

The listed salary range for this senior remote role is between $77,000 and $150,000 USD.

Skills that matter here

• DLP technologies: This role requires expert knowledge in various DLP technologies to troubleshoot and resolve complex data loss prevention issues.
• Unix/Linux: Understanding of Unix/Linux is necessary for diagnosing and resolving technical problems within different operating environments.
• Windows: Familiarity with Windows operating systems is required for comprehensive troubleshooting across customer infrastructures.
• Python: Python skills may be used for scripting or automation in support of troubleshooting and analysis tasks.
• ServiceNow: Experience with ServiceNow is likely for managing support tickets and tracking issue resolutions.

Who this role suits

• A person who thrives on solving complex technical puzzles and enjoys deep-diving into system diagnostics.
• Someone with a strong customer-centric approach, capable of managing communications during high-stakes technical escalations.
• An individual who is proactive in identifying systemic issues and collaborating with development teams for long-term product improvements.
• A candidate with a methodical and analytical mindset, consistently seeking the root cause of problems rather than just applying quick fixes.

From the employer

• Serve as the primary contact for escalated DLP issues.
• Provide advanced troubleshooting and resolution.
• Perform root cause analysis and implement solutions.
• Collaborate with cross-functional teams to improve products.
• Maintain communication with customers during escalations.

• 7+ years in technical support, 3+ years with DLP/CASB.
• Expert knowledge of DLP technologies.
• Experience with data loss prevention and CASB.
• Understanding of Unix/Linux and Windows.
• Strong data protection principles knowledge.

• Comprehensive health plans.
• Vacation and sick time off plans.
• Parental leave options.
• Retirement options.
• Education reimbursement.
• In-office perks.