Description
Zscaler is seeking a Product Support Engineer III to join its team. This hybrid role, based in Mohali, reports to the Manager in the Customer Success department.
In this role, you will play an integral part in solving critical technical challenges faced by client-facing teams, driving customer value, and enhancing operational efficiency. By leveraging data, market insights, and cross-functional collaboration, you will facilitate smooth technical resolutions and deliver exceptional experiences for Zscaler customers.
Responsibilities
- Engage with customers on escalated support issues or important customer situations
- Participate in a 24x7 Support Operation and 24x7 on-call rotation
- Work 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 document incident resolutions not found in the knowledge base
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 or Senior Support Engineer supporting cloud networking or web security products
- 5+ years of experience with operating systems such as Linux, Unix, and FreeBSD
- Experience delivering products and services as cloud-based solutions
- Strong communication skills (verbal and written) with the ability to communicate at a technical and business level with internal teams, customers, partners, and executives
Preferred Qualifications
- Demonstrated ability to leverage AI technologies and workflows to drive measurable operational efficiency
- Deep expertise in cloud networking infrastructure, hybrid connectivity, and traffic management across AWS, Azure, and GCP, including VPC/VNet peering, Direct Connect, ExpressRoute, and ELB/GWLB
- Hands-on experience with cloud security, Infrastructure as Code tools (Terraform, CloudFormation), monitoring platforms, and broad administration across Linux, Windows Server, and virtual desktops
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!