Product Support Engineer II

Zscaler, a leading enterprise security company, is seeking a Product Support Engineer II to join their Global Customer Support team. This role involves providing second-line support, debugging complex security and network problems, and working closely with Engineering to resolve customer issues. Key responsibilities include:

• Providing phone/email consultation for complex security/network problems
• Collaborating with Engineering for testing and troubleshooting
• Reproducing and verifying customer issues
• Documenting incident resolutions in the technical support database
• Developing training programs for the department
• Mentoring other engineers on advanced troubleshooting and case management
• Contributing to product and code changes throughout the product cycle

The ideal candidate will have:

• Minimum 4 years of experience as a Support Engineer in networking or web security
• Experience with Linux, Unix, and FreeBSD operating systems
• Proficiency in troubleshooting network issues and using tools like Ping, Traceroute, and MTR
• Knowledge of protocols such as HTTP, SMTP, FTP, DNS
• Familiarity with Apache and IIS Web Server administration
• Understanding of network security concepts (SSL/TLS, VPNs, Firewalls, IDS/IPS)
• Experience with authentication systems and VPN technologies

Preferred qualifications include a Bachelor's degree in Computer Science/Engineering, Zscaler product experience, and scripting knowledge (SHELL, Python).

Zscaler offers a comprehensive benefits package, including various health plans, time off, parental leave, retirement options, and education reimbursement. The company is committed to diversity, equity, and inclusion, fostering an inclusive culture where everyone belongs.

Join Zscaler to be part of a fast-paced, collaborative environment where you can make a significant impact on enterprise security and digital transformation.