Technical Support Engineer
Core
Provide front-line phone and email consultation to independently debug complex security and network problems for enterprise customers.
Role type
Technical Support Engineer (Security & Network)
Builds
Customer support experiences and feedback loops for Zscaler's Zero Trust Exchange platform
Domain
Cybersecurity, Cloud Security, Network Infrastructure
Deliverable
client delivery
Required skills
Troubleshooting SSL, HTTP, TCP/IP, Zero Trust, Cloud Security; Analyzing packet captures (Wireshark, Tshark, tcpdump); Understanding network transformation technologies (MPLS, SD-WAN, WAN Optimization); Knowledge of SWG, Sandboxing, Firewalls, DLP, VPNs
Preferred skills
AI-driven network analytics; Terraform for network configurations; Vendor certifications (CCNA)
Responsibilities
Debug complex security and network problems via phone and email; Partner with Engineering to assist customers with testing and troubleshooting; Document incident resolutions in the technical support database; Mentor team members on advanced troubleshooting techniques; Analyze customer use-cases to provide input on product direction
Seniority
Mid-level, hands-on IC