Zscaler
About this role
Zscaler runs a cloud native zero trust security platform, and this role is the escalation layer supporting it. You would provide post sales technical support to Zscaler's own Level I and Level II support engineers, and deal directly with customers and partners on escalated issues. A specific part of the job is being the bridge to engineering: opening bugs and feature requests with the diagnostic information attached that lets them be resolved quickly, reproducing customer issues to verify problems, and feeding input on product direction and code changes through the product cycle. The environment is 24x7 support with an on call rotation, stated openly in the posting. The technical bar is networking and web security at depth, with SD-WAN, BGP and OSPF routing, firewalls, switching, SSL, secure web gateway and VPN named explicitly, plus Ubuntu and Python.
Who this is for
What the posting requires as minimum qualifications:
- 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products.
- A foundational understanding of AI and ML technologies, and experience leveraging, securing or positioning AI driven solutions within your domain. Zscaler describes itself as an AI forward enterprise and puts this first in the list.
- Practical knowledge of networking and security products and enterprise network infrastructure.
- Experience troubleshooting network issues with tools such as Ping, Traceroute and MTR.
- Hands on experience with SD-WAN, routing protocols including BGP and OSPF, firewall, switching, SSL, secure web gateway and VPN.
- Working, hands on knowledge of Ubuntu and Python.
Preferred qualifications:
- Demonstrated experience with Zscaler products such as ZIA, ZPA and ZDX, or similar cloud security platforms, including TLS and SSL inspection and authentication flows.
- Proficiency scripting for automation, efficient troubleshooting and reproducing complex customer environments.
What the work actually looks like:
- Engage with customers on escalated support issues and critical situations, participating in a 24x7 support operation and a 24x7 on call rotation.
- Interface with engineering and assist customers with testing and troubleshooting.
- Reproduce customer issues to verify problems, and feed findings back to engineering and operations.
- Document incident resolutions in the technical support database when they are not already in the knowledge base.
- Understand product direction and customer use cases, and give input on product and code changes across the product cycle.
Who you report to: the Senior Manager, Product Support.
Location and working pattern: the posting states this is a hybrid role based in the Bangalore or Mohali office. That is one of the few explicit hybrid statements on today's board.
Benefits stated in the posting: various health plans, time off for vacation and sick leave, and parental leave.
Honest fit guidance: the 24x7 on call rotation is stated up front and should be weighed honestly before applying. If you have eight years in network security support and want escalation level work with direct engineering contact, this is a strong match. Zscaler describes a culture of execution centred on customer obsession, ownership and accountability, with an emphasis on speed.
- 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products.
- A foundational understanding of AI and ML technologies, and experience leveraging, securing or positioning AI driven solutions within your domain. Zscaler describes itself as an AI forward enterprise and puts this first in the list.
- Practical knowledge of networking and security products and enterprise network infrastructure.
- Experience troubleshooting network issues with tools such as Ping, Traceroute and MTR.
- Hands on experience with SD-WAN, routing protocols including BGP and OSPF, firewall, switching, SSL, secure web gateway and VPN.
- Working, hands on knowledge of Ubuntu and Python.
Preferred qualifications:
- Demonstrated experience with Zscaler products such as ZIA, ZPA and ZDX, or similar cloud security platforms, including TLS and SSL inspection and authentication flows.
- Proficiency scripting for automation, efficient troubleshooting and reproducing complex customer environments.
What the work actually looks like:
- Engage with customers on escalated support issues and critical situations, participating in a 24x7 support operation and a 24x7 on call rotation.
- Interface with engineering and assist customers with testing and troubleshooting.
- Reproduce customer issues to verify problems, and feed findings back to engineering and operations.
- Document incident resolutions in the technical support database when they are not already in the knowledge base.
- Understand product direction and customer use cases, and give input on product and code changes across the product cycle.
Who you report to: the Senior Manager, Product Support.
Location and working pattern: the posting states this is a hybrid role based in the Bangalore or Mohali office. That is one of the few explicit hybrid statements on today's board.
Benefits stated in the posting: various health plans, time off for vacation and sick leave, and parental leave.
Honest fit guidance: the 24x7 on call rotation is stated up front and should be weighed honestly before applying. If you have eight years in network security support and want escalation level work with direct engineering contact, this is a strong match. Zscaler describes a culture of execution centred on customer obsession, ownership and accountability, with an emphasis on speed.
Apply on company site
Opens job-boards.greenhouse.io, the employer's own application page. Applying is always free.