Responsibilities.

We're looking for an experienced Product Support Engineer II to join our Global Customer Support team.
Reporting to the Manager, Product Support you'll be responsible for:.
Provide second line phone/email consultation to independently debug complex security/network problems..
Work 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 document any incident resolution that is not found in our knowledge base..
Help develop ongoing training programmes for the department..
Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone..
Mentor other engineers on advanced troubleshooting, debugging and case management skills..
Understand the product direction and customer use-cases and contribute to product and code changes through all points of the product cycle..

What We're Looking for (Minimum Qualifications).

Minimum 2-year experience working as Support Engineer/ Sr.
Support Engineer supporting networking or web security products..
Experience with operating systems such as Linux, Unix, and Free BSD..
Experience troubleshooting network issues and familiarity with the necessary tools.
(Ping, Traceroute, MTR).
Experience of protocols such as HTTP, SMTP, FTP, and DNS.
Working knowledge of Apache and IIS Web Server administration.
Working Knowledge of networking and security products and enterprise Network Infrastructure..
Familiarity with: o Network Protocol Analyzers (tcpdump, Wireshark) o Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS) o authentication systems such as LDAP, MS AD etc o VPN technologies such as IPSec and VPN clients.

What Will Make You Stand Out (Preferred Qualifications).

Bachelor of Science in Computer Science/Engineering or an equivalent advanced industry certifications.
Zscaler product experience.
Script knowledge (SHELL, Python,).

Product Support Engineer II