Product Support Engineer II

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,).