About Our Customer Success Organization
We are 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.
We create a customer-centric culture that fosters success, adoption, and continuous growth.
Job Title: Designated Support Engineer III
We're looking for an experienced Designated Support Engineer III to join our Focal Support team. You'll be responsible for managing and resolving customer cases assigned to your pod promptly to meet customer needs and satisfaction.
You will build trust with customers by understanding their requirements, priorities, and limitations to provide solutions. Additionally, you will participate in the on-call rotation to monitor and address weekend issues, collaborate with the product team, engineering, or escalation team to open bug reports for code defects using Jira, and communicate with assigned customers, keeping them updated on progress and resolutions.
What We're Looking for (Minimum Qualifications)
To be successful in this role, you must have:
* 4+ years of support and networking experience required.
* General firewalls and packet filtering experience and troubleshooting.
* HTTP/HTTPS troubleshooting by browsers (performance and errors).
* IPv4, IPv6, routing, DNS, load balancing, proxies, and other layer 2-4 concepts.
* Authentication systems such as LDAP, MS AD.
What Will Make You Stand Out (Preferred Qualifications)
The following qualifications will make you stand out:
* Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS).
* Zscaler Product Experience.
* VPN technologies such as IPSec and VPN clients, Scripting knowledge (SHELL, Python).