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Product Support Engineer III

Company: Zscaler
Location: San Jose
Posted on: January 15, 2022

Job Description:

Company DescriptionZscaler enables the world's leading organizations to securely transform their networks and applications for a mobile and cloud first world. Its flagship services, Zscaler Internet Access and Zscaler Private Access, create fast, secure connections between users and applications, regardless of device, location, or network. Zscaler services are 100% cloud-delivered and offer the simplicity, enhanced security, and improved user experience that traditional appliances are unable to match. Used in more than 190 countries, Zscaler operates the world's largest cloud security platform, protecting thousands of enterprises and government agencies from cyberattacks and data loss. The Zscaler platform operates at a carrier grade level- we process over 50 billion transactions a day in our cloud to protect our customers.For over 10 years, Zscaler has been disrupting and transforming the security industry. Our 100% purpose-built cloud platform delivers the entire gateway security stack as a service through 150 global data centers to securely connect users to their applications, regardless of device, location, or network in over 185 countries protecting over 3,900 companies and have detected 100 Million threats/day. -We work in a fast-paced, dynamic and make it happen culture. Our people are some of the brightest and passionate in the industry that thrives on being the first to solve problems. -We are always looking to hire highly passionate, collaborative and humble people that want to make a difference.Job DescriptionWe are currently seeking a -Product Support Engineer -to join our growing Customer Care Organization. In this role you will -provide world-class post-sales technical support directly to customers and partners, and manage escalated issues that require the highest levels of technical and communicative attention. This role will work specifically with those accounts which need longer-term support and more frequent check ins.The Product Support Engineer will report to the Escalation Manager.Responsibilities/What You'll Do:Hold daily/weekly get-well calls with customers with escalated issuesEngage with customers on escalated support issues or critical customer situationsProvide expert systems design, recommendations, and configurationsPerform in-depth diagnostics and troubleshooting using networking toolsAssist customers with testing or troubleshooting of networking or cloud service issuesReproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teamsMaintain ticket database, logging issues and customer interactionsBecome a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expertTravel to customer sites as needed (approx 10%-20%)Qualifications5+ years of support and networking experienced requiredBachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications.Proven experience escalating technical customer issuesVery strong verbal and written communication skills (English)Working knowledge of networking and security products and enterprise network infrastructure.Zscaler Experience a plusExcellent -customer facing -communication skillsStrong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layersExperience with web technologies including HTTP, SSL -Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)Authentication systems such as LDAP, MS AD etcKnowledge of protocols such as HTTP, SMTP, FTP, DNSExperience with operating systems such as Linux, Unix and Free BSDNetwork troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, WiresharkWorking knowledge of Apache and IIS Web Server administrationAdditional InformationAll your information will be kept confidential according to EEO guidelines.#LI-DS1What You Can Expect From Us:An environment where you will be working on cutting edge technologies and architecturesA fun, passionate and collaborative workplaceCompetitive salary and benefits, including equityWhy Zscaler?People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we'd love to talk to you about joining our award-winning team. -Additional information about Zscaler (NASDAQ: ZS ) is available at . -Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.SummaryType: Full-timeFunction: Customer Service

Keywords: Zscaler, San Jose , Product Support Engineer III, Engineering , San Jose, California

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