Designated Support Engineer II

Zscaler
Bengaluru
Workplace: HybridFull timeFunction: Design (Product/UX/UI/Visual)Skills: ["Ownership","Integrity","Problem-solving","High-trust collaboration","Customer obsession"]

Serve as the highest-level technical support in the TAC, handling escalations of complex, critical security and network issues. Independently debug problems via phone/email consultation, reproduce and verify customer incidents, and document resolutions in the support knowledge database. Partner with Engineering to test, troubleshoot, and feed insights on product direction and code changes, while guiding customers through real-world use cases.

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FursaFursa
Zscaler
Zscaler
18 hours ago

Designated Support Engineer II

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Serve as the highest-level technical support in the TAC, handling escalations of complex, critical security and network issues. Independently debug problems via phone/email consultation, reproduce and verify customer incidents, and document resolutions in the support knowledge database. Partner with Engineering to test, troubleshoot, and feed insights on product direction and code changes, while guiding customers through real-world use cases.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Design (Product/UX/UI/Visual)
Seniority: Mid level

Key Responsibilities

  • •Provide second line phone/email consultation to independently debug complex security/network problems.
  • •Interface with Engineering to assist with customer testing and troubleshooting.
  • •Reproduce customer issues to verify problems and provide feedback to Engineering and Operations.
  • •Create and maintain accurate entries in the technical support online database for incidents not in the knowledge base.
  • •Understand product direction and customer use-cases, and provide input on product and code changes across the product lifecycle.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveRetirementLearning Budget

Key Requirements

  • •2+ years of support and networking experience, including troubleshooting general firewalls and packet filtering.
  • •Strong knowledge of network and application protocols to troubleshoot unexpected behaviors.
  • •Experience configuring and troubleshooting GRE and IPSec, including understanding PAC files.
  • •Proficiency in network troubleshooting using Wireshark, trace route, MTR, and similar tools to isolate faults and session issues.
  • •Deep experience in Authentication (SAML, Kerberos) plus application layer and HTTP methods, including tools like Fiddler and fundamentals like IPv4/IPv6, routing, and DNS.
Skills:OwnershipIntegrityProblem-solvingHigh-trust collaborationCustomer obsession
Languages:En
Tech Stack:WiresharkTrace routeMTRGREIPSecPAC filesFiddlerIPv4IPv6RoutingDNSSAMLKerberosHTTPFirewallsPacket filteringForward ProxyAWSAzureVPN

Company Brief

Zscaler
Provides cloud-native security platform delivering secure access, threat protection, and zero trust services to organizations, enabling secure internet and private application access without traditional network appliances.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2007
WebsiteLinkedIn