Designated Support Engineer III
Core
Resolve complex security and network issues for enterprise customers, acting as the highest level of technical support within the TAC.
Role type
Senior IC designated support engineer (security/network)
Builds
Customer trust and system stability for Zscaler's Zero Trust Exchange platform
Domain
Cybersecurity, Cloud Networking, Zero Trust
Deliverable
client delivery
Required skills
Advanced troubleshooting of security/network problems, Firewall and packet filtering analysis, GRE and IPSec VPN tunnel configuration, Enterprise authentication (SAML, Kerberos), Application-layer mechanics (HTTP), IPv4/IPv6 routing, DNS administration, Protocol analysis tools (Wireshark, Fiddler, MTR, traceroute)
Preferred skills
Forward Proxy knowledge, Cloud environments (AWS, Azure), Multi-OS experience (Linux, Windows, macOS)
Responsibilities
Provide second-line phone/email consultation to independently debug complex issues, Interface with Engineering to assist customers with testing and troubleshooting, Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams, Create entries in the technical support database to document incident resolutions, Understand product direction and provide input on product and code changes
Seniority
Senior, hands-on IC