Sr. Product Support Engineer- Zero Trust Network - San Jose California

Company: Zscaler
Location: San Jose, California
Posted On: 01/23/2025

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.We're looking for an experienced Senior Product Support Engineer to join our Customer Success team. This is a remote position within the United States. Reporting to the Sr. Director of Customer Success, you will:

• Provide second-line phone/email consultations by independently troubleshooting complex security and network issues.
• Collaborate with Engineering to assist customers with testing and troubleshooting activities.
• Reproduce customer-reported issues to verify problems and offer actionable feedback to Engineering and Operations teams.
• Document new incident resolutions in the technical support online database when not already covered in the knowledge base.
• Contribute to team development by mentoring peers, developing training programs, and fostering a supportive, collaborative work environment.What We're Looking for (Minimum Qualifications)
  • U.S. citizenship due to the nature of the customers assigned to this role.
  • 5+ years of experience troubleshooting SSL, HTTP and TCP/IP
  • Network transformation technologies such as MPLS, SD-WAN or WAN Optimization.
  • Ability to read packet captures
  • Hands-on Experience on at least one public cloud(AWS/Azure/GCP)What Will Make You Stand Out (Preferred Qualifications)
    • Expertise in web-based security, network infrastructure, and tools like NGFW, SSL/IPSec VPNs, SWG, sandboxing, DLP, and firewalls.
    • Vendor certification (e.g., CCNA), Terraform experience, and cloud platform certification (AWS, GCP, or Azure).
    • Strong hands-on experience in deploying and managing advanced security systems and infrastructures.#LI-YC2#LI-Remote
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