Responsibilities/What You’ll Do

Engage with customers on escalated support issues or critical customer situations
May participate in a Support Operation and on-call rotation.
Interface with Engineering and assist the customer with testing or troubleshooting.
Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base.
Assist in developing on-going training programs for the department.
Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.
Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.
Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.
Other duties as assigned

Qualifications

Qualifications/Your Background

Minimum 5+year experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products.
Experience with operating systems such as Linux, Unix, and Free BSD.
Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Traceroute, MTR, etc)
Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc
Working knowledge of Apache and IIS Web Server administration
Working Knowledge of networking and security products and enterprise Network Infrastructure.

Familiarity with:
– Network Protocol Analyzers (tcpdump, Wireshark)
– Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
– Authentication systems such as LDAP, MS AD etc
– VPN technologies such as IPSec and VPN clients
– Scripting knowledge (SHELL, Python, Perl) would be appreciated
Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications

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