Roles & Responsibilities:
- Provide accurate and creative solutions to end-user problems to ensure their satisfaction.
- Research, resolve and respond to questions received via telephone calls and web-based interface in a timely manner, in accordance with current standards.
- To recognize the importance of customer focus and/or of serving the needs of the end-user.
- Significant focus on professionalism and quality of service.
- 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.
- 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.
Desired Background:
- Minimum 4 years’ experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products.
- Experience with operating systems such as Windows, MAC, Linux, Unix and Free BSD.
- Expert in troubleshooting network issues and familiarity with the necessary tools such as Ping, Traceroute, MTR, NMAP, Telnet, NSLOOKUP etc.
- Expert knowledge of protocols such as HTTP, SMBSMTP, FTP, DNS, TLS/SSL, TCP, etc.
- Working Knowledge of networking and security products and enterprise Network Infrastructure.
- Familiarity with collecting and analyzing packet captures using the Network Protocol Analyzers such as TCPDUMP, Wireshark o Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
- Familiar with Authentication systems such as LDAP, MS AD, SAML, & VPN technologies such as IPSEC and Remote access VPN.
- Hands on experience or knowledge of cloud platforms such as Azure cloud, AWS, GCP would be an added advantage.
- Scripting knowledge (SHELL, Python, Perl) would be an added advantage.
What you'll get in return:
You will have the opportunity to join a team of experts who are truly passionate about driving a culture of innovation and continuous improvement within security. Get experience with the Security products of the leading vendor in the Cyber Security industry.
Build a long-term career at Zscaler with multiple options for future growth!
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