Description
Zscaler is seeking a Product Support Engineer III to join its team in a hybrid capacity based in Bangalore. The successful candidate will function as the highest level of technical support within the Technical Assistance Centre (TAC), responsible for resolving complex and critical issues escalated from Level I and Level II support engineers.
Responsibilities:
- Provide second-line phone and email consultation to independently debug complex security and network problems.
- Interface with Engineering and assist customers with testing or troubleshooting.
- Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams.
- Create entries in the technical support online database to accurately document incident resolutions not found in the knowledge base.
- Understand product direction and customer use cases, and provide input on product and code changes throughout the product cycle.
Requirements:
- Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving.
- Minimum 6 years of experience working as a Support Engineer/Sr. Support Engineer supporting networking or web security products.
- Experience with operating systems such as Linux, Unix, and FreeBSD.
- Experience troubleshooting network issues and familiarity with necessary tools (Ping, Traceroute, MTR, etc.).
- Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc.
- Familiarity with Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS), authentication systems (LDAP, MS AD), VPN technologies (IPSec), and scripting (SHELL, Python, Perl).
Benefits:
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more