Product Support Engineer

Job Description:

RESPONSIBILITIES:

• Provide second line phone/email consultation to independently debug complex security/network problems.

• Interface with Engineering and assist the customer with testing or troubleshooting.

• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams

• Create entries in our technical support on-line database to accurately document any incident resolution that is not found in our knowledge base.

• Assist in developing on-going training programs for the department.

• Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.

• Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.

• Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.

• Other duties as assigned

Requirements:

• Minimum 4-year experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products.

• Experience with operating systems such as Linux, Unix, and Free BSD.

• Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Traceroute, MTR etc)

• Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS etc

• Working knowledge of Apache and IIS Web Server administration

• Working Knowledge of networking and security products and enterprise Network Infrastructure.

• Familiarity with:

• Network Protocol Analyzers (tcpdump, Wireshark) 
• Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
• authentication systems such as LDAP, MS AD etc
• VPN technologies such as IPSec and VPN clients
• Scripting knowledge (SHELL, Python, Perl) would be appreciated.

Qualifications:

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