Description
We are looking for a Senior Focal Support Engineer to join our team in Tokyo, reporting to the Manager of Product Support within the Customer Success Organization.
The Senior Focal Support Engineer will provide Tier III focal support over phone and email to independently diagnose and resolve complex security and network issues. They will communicate with assigned customers and pods to keep them updated on progress and resolutions. The engineer will partner with the Product, Engineering, and Escalation teams to assist customers with testing or troubleshooting efforts and reproduce customer issues to verify problems and provide feedback to the Engineering and Operations teams.
Minimum qualifications include:
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions
- 7+ years of experience in technical support or a related technical field
- University degree in IT, Computer Science, or a related field
- Proficiency in troubleshooting, debugging, and working directly with customers
Preferred qualifications include:
- Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
- In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet captures and general diagnostics
- Experience with Internet protocols including HTTP and its proxies, SMTP, DNS, LDAP, and FTP
- Experience with open source system administration (Windows, Linux, FreeBSD) and the proficiency to read packet captures using Wireshark
At Zscaler, we offer comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including various health plans, time off plans for vacation and sick time, parental leave options, retirement options, education reimbursement, in-office perks, and more.