At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions.
We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential.
Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.
We're looking for an experienced Designated Support Engineer III to join our Focal Support team.
Reporting to the Focal Support Manager, you'll be responsible for:
Managing and resolving customer cases assigned to your pod promptly to meet customer needs and satisfactionBuilding trust with customers by understanding their requirements, priorities, and limitations to provide solutionsParticipating in the on-call rotation to monitor and address weekend issues, although it is voluntaryCollaborating with the product team, engineering, or escalation team to open bug reports for code defects using JiraCommunicating with assigned customers, keeping them updated on progress and resolutionsWhat We're Looking for (Minimum Qualifications)4+ years of support and networking experience requiredGeneral firewalls and packet filtering experience and troubleshootingHTTP/HTTPS troubleshooting by browsers (performance and errors)IPv4, IPv6, routing, DNS, load balancing, proxies, and other layer 2-4 conceptsAuthentication systems such as LDAP, MS ADWhat Will Make You Stand Out (Preferred Qualifications)Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)Zscaler Product ExperienceVPN technologies such as IPSec and VPN clients, Scripting knowledge (SHELL, Python) #J-18808-Ljbffr