Designated Support Engineer

About Zscaler.

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users.

As the operator of the worlds largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure.

The pioneering, AI-powered Zscaler Zero Trust Exchange?platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location..

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry.

If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler..

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and lead value.

Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making.

We're responsible for facilitating smooth transitions during organizational change efforts that promote employee adoption.

You'll be an important contributor to solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs..

Responsibilities.

We're looking for an experienced Designated Support Engineer to join our Focal Support team.

Reporting to the Senior Manager, Global Focal Support, you'll be responsible for:.

You will have to manage and resolve customer cases assigned to your pod promptly to meet customer needs and satisfaction..

Build trust with customers by understanding their requirements, priorities, and limitations to provide solutions..

You will Participate in the on-call rotation to monitor and address weekend issues, although it is voluntary..

You will collaborate with team members in your pod to ensure cases are handled..

You will replicate customer issues, identify potential workarounds, and assess their viability within customer expectations and limitations..

Collaborate with the product team, engineering, or escalation team to open bug reports for code defects using Jira..

Communicate with assigned customers, keeping them updated on progress and resolutions..

What We're Looking for (Minimum Qualifications).

5+ years of support and networking experienced required.

General firewalls and packet filtering experience and troubleshooting.

HTTP/HTTPS troubleshooting by browsers (performance and errors) & IPv4, IPv6, routing, DNS, load balancing, proxies, and other layer 2-4 concepts..

What Will Make You Stand Out (Preferred Qualifications).

Authentication systems such as LDAP, MS AD..

Bachelor of Science in Computer Science/Engineering or an equivalent advanced industry certifications.

Zscaler product experience.

At Zscaler, we believe that diversity drives innovation, productivity, and success.

We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure.

We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs.

For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website..

Benefits.

Our Benefits program is one of the most important ways we support our employees.

Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:.

Various health plans.

Time off plans for vacation and sick time.

Parental leave options.

Retirement options.

Education reimbursement.

In-office perks, and more!.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines..

Zscaler is proud to be an equal opportunity and affirmative action employer.

We celebrate diversity and are committed to creating an inclusive environment for all of our employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws..

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link..

Pay Transparency.

Zscaler complies with all applicable federal, state, and local pay transparency rules.

For additional information about the federal requirements, click here ..

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support..