Product Support Engineer III
Core
Second-line technical support for complex security and network issues within the Zscaler Zero Trust Exchange platform, acting as the highest escalation point for Level I and II engineers.
Role type
Senior IC Product Support Engineer (Security/Networking)
Builds
Customer trust and product reliability by resolving critical incidents and feeding technical feedback into the product cycle.
Domain
Cybersecurity / Cloud Security (SASE)
Deliverable
client delivery
Required skills
Linux/Unix/Free BSD troubleshooting, network protocol analysis (tcpdump, Wireshark), network protocols (HTTP, SMTP, FTP, DNS), network security (SSL/TLS, VPNs, Firewall, IDS/IPS), authentication systems (LDAP, MS AD), scripting (Shell, Python, Perl)
Preferred skills
Zscaler product experience, Network Security certifications, AI tool integration
Technologies
Zscaler Zero Trust Exchange, Linux, Unix, Free BSD, tcpdump, Wireshark, HTTP, SMTP, FTP, DNS, SSL/TLS, IPSec, LDAP, MS AD, Shell, Python, Perl
Responsibilities
Independently debug complex security/network problems via phone/email, interface with Engineering to reproduce issues and provide feedback, document incident resolutions in the technical support database, provide input on product and code changes based on customer use-cases.
Seniority
Senior, hands-on IC