Senior Product Support Engineer - Federal, Risk Management

Job Description

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 Senior Product Support Engineer to join our Customer Service team, reporting to Director of Product Support. This is a remote position.  In this role, you will:

• Provide second line phone/email consultation to independently debug complex security/network problems.
• Partner with Engineering and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations team. Part of this requires creating entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base.
• Develop ongoing training programs for the department and be a mentor to other engineers on advanced troubleshooting, debugging and case management skills.
• Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle.

What We're Looking for (Minimum Qualifications)

• U.S. citizenship is required for this position due to the nature of the customers assigned to this role. 
• 5+ years of experience troubleshooting SSL, HTTP and TCP/IP
• Network transformation technologies such as MPLS, SD-WAN or WAN Optimization.
• The ability to read packet captures
• Hands-on Experience on at least one public cloud(AWS/Azure/GCP)

What Will Make You Stand Out (Preferred Qualifications)

• Exposure using Terraform
• a detailed working knowledge of web based security and network infrastructure, Security Proxies, such as NGFW, SSL/IPSec VPNs, and Firewalls. This can include experience SWG, Sandboxing, Firewalls, DLP and VPN's
• A vendor certification such as CCNA or equivalent of it

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