Product Support Engineer III at Bangalore, Pune, Mohali Full Time

Job Description

RESPONSIBILITIES:

•         Provide second line phone/email consultation to independently debug complex security/network problems.

•         May participate in a 24×7 Support Operation and 24×7 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 on-line 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

REQUIREMENTS:

•         Minimum 4-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, Treaceroute, 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: o Network Protocol Analyzers (tcpdump, Wireshark) o Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)

•         Authentication systems such as LDAP, MS AD etc o VPN technologies such as IPSec and VPN clients o Scripting knowledge (SHELL, Python, Perl) would be appreciated.

 

QUALIFICATIONS: Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.