Job Description

Company Description

Zscaler enables the world's leading organizations to securely transform their networks and applications for a mobile and cloud-first world. Applications have moved from the data center to the cloud and users are connecting to their workloads from everywhere, but security has remained anchored to the data center. Zscaler is redefining security by moving it out of the data center and into the cloud.

The Zscaler Cloud Security Platform uses software-defined business policies, not appliances, to securely connect the right user to the right application, regardless of device, location, or network. Zscaler offers two service suites. Zscaler Internet Access scans every byte of traffic to ensure that nothing bad comes in and nothing good leaks out. Zscaler Private Access offers authorized users secure and fast access to internal applications hosted in the data center or public clouds-without a VPN.

Zscaler services are 100% cloud delivered and offer the simplicity, enhanced security, and improved user experience that traditional appliances or hybrid solutions are unable to match. Used in more than 185 countries, the Zscaler multi-tenant, distributed security cloud protects thousands of customers from cyberattacks and data loss, enabling customers to embrace the agility, speed, and cost containment of the cloud-securely.

Come and join our team and be a part of this exciting transformation to cloud-based security!



About the Role

In this role you will play a pivotal part in assisting customers to further understand, troubleshoot and utilize the Zscaler Digital Experience (ZDX) product and platform. You will help customers troubleshoot poor digital experience scores due to congested provider routes, endpoint hardware constraints, or even 3rd party web application availability. This role will have a specialization in digital experience and provide guidance to not only customers but assist front and backline support teams with digital experience related issues and questions. A successful candidate will have strong troubleshooting and networking fundamentals, experience in monitoring provider circuits, web applications, endpoint troubleshooting and digital experience.

Responsibilities

Engage with customers on escalated support issues or critical customer situations related to the Zscaler's Digital Experience (ZDX) product

May participate in a Support Operation and 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 online 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 5+year experience working as Support Engineer/ Sr. Support Engineer supporting networking or digital experience monitoring related products

Fundamental understanding of web, networking and device technologies.

Experience with monitoring such products or platforms like provider circuits, web applications, endpoint clients, digital experience

Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Traceroute, 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:

Network Protocol Analyzers (tcpdump, Wireshark)

Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)

Authentication systems such as LDAP, MS AD etc

VPN technologies such as IPSec and VPN clients

Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications

Additional Information

What You Can Expect from Us:

An environment where you will be working on cutting edge technologies and architectures

A fun, passionate and collaborative workplace

Competitive salary and benefits, including equity

The pace and excitement of working for a Silicon Valley Unicorn

Why Zscaler?

Zscaler is the world's leading software-as-a-service security platform

We deliver best of breed security services with unprecedented scale

We protect 15 million users, in 3,250 organizations, across 185+ countries

Blue Chip Customers (200 of Global 2,000 in our portfolio)

Glassdoor rating of 4.7/5.0 + 98% CEO Approval = Exceptional place to work!

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement?

If you said yes, we\'d love to talk to you about joining our award-winning team!

Learn more at zscaler.com or follow us on Twitter @zscaler. Additional information about Zscaler (NASDAQ : ZS ) is available at . All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Why Zscaler?

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we\'d love to talk to you about joining our award-winning team.

Additional information about Zscaler (NASDAQ: ZS ) is available at .

Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Zscaler