Technical Support Engineer

About the role

This role focuses on resolving customer technical issues for Zscaler's cloud security platform. You will manage support cases, communicate directly with customers to understand their needs, and provide solutions. A key aspect of the work involves troubleshooting complex networking and security problems to ensure customer satisfaction and build trust.

The position requires collaboration with product and engineering teams to identify and report code defects, contributing to the continuous improvement of Zscaler's offerings. You will also participate in an on-call rotation to address weekend issues, ensuring consistent support coverage for global enterprise customers.

Success in this role means efficiently resolving technical challenges, maintaining clear communication with customers, and effectively escalating issues when necessary. It involves applying expertise in network protocols and security concepts to support a leading cloud security platform, helping businesses operate safely in the cloud.

The annual salary for this role ranges from $70,000 to $154,500.

Skills that matter here

• firewalls: This role requires experience with firewalls for troubleshooting and support within a cloud security context.
• HTTP/HTTPS: Troubleshooting HTTP/HTTPS issues is a core responsibility for resolving customer cases related to web traffic and security.
• IPv4: Knowledge of IPv4 is essential for understanding and resolving network-related customer problems.
• DNS: Understanding DNS is crucial for diagnosing connectivity and resolution issues impacting Zscaler's services.
• proxies: Experience with proxies is necessary for supporting and troubleshooting Zscaler's cloud security platform.
• Wireshark: Using network protocol analyzers like Wireshark is a preferred skill for in-depth troubleshooting of network issues.

Who this role suits

• A person with at least four years of experience in technical support and networking.
• Someone who enjoys direct customer interaction and problem-solving in a technical environment.
• An individual who is comfortable participating in an on-call rotation for weekend support.
• A professional who can effectively communicate complex technical information to customers and internal teams.

From the employer

• Manage and resolve customer cases promptly.
• Build trust with customers by understanding their requirements.
• Participate in on-call rotation for weekend issues.
• Collaborate with product and engineering teams to report code defects.
• Communicate with customers, keeping them updated on progress.

• 4+ years of support and networking experience.
• Experience with firewalls, packet filtering, and HTTP/HTTPS troubleshooting.
• Knowledge of IPv4, IPv6, DNS, load balancing, proxies, and authentication systems.
• Preferred: Experience with network protocol analyzers, network security, and Zscaler products.

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