Senior Focal Support Engineer
Core
Provide Tier III focal support over phone and email to independently diagnose and resolve complex security and network issues for enterprise customers.
Role type
Senior IC support engineer (security & networking)
Builds
Customer success outcomes via expert troubleshooting and issue resolution
Domain
Cybersecurity, SASE, Zero Trust, Enterprise Networking
Deliverable
client delivery
Required skills
Tier III troubleshooting, debugging, customer communication, AI/ML fundamentals, enterprise network diagnostics, TCP/IP, HTTP/SMTP/DNS/LDAP/FTP protocols, open source system administration (Windows/Linux/FreeBSD), packet capture analysis (Wireshark)
Preferred skills
AI technology workflow optimization, deep enterprise network infrastructure knowledge, advanced packet capture reading
Technologies
Zscaler Zero Trust Exchange, Wireshark, TCP/IP, HTTP, SMTP, DNS, LDAP, FTP, Windows, Linux, FreeBSD