Designated Support Engineer III

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

Serve as the highest-level technical support in Zscaler’s TAC, resolving the most complex and critical security/network incidents escalated from L1/L2. Independently debug issues over phone/email, reproduce customer problems, and document resolutions when not covered in the knowledge base. Partner with Engineering to troubleshoot and test, and contribute feedback to product direction based on customer use cases.

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FursaFursa
Zscaler
Zscaler
2 days ago

Designated Support Engineer III

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 2 days ago

Job Summary

Serve as the highest-level technical support in Zscaler’s TAC, resolving the most complex and critical security/network incidents escalated from L1/L2. Independently debug issues over phone/email, reproduce customer problems, and document resolutions when not covered in the knowledge base. Partner with Engineering to troubleshoot and test, and contribute feedback to product direction based on customer use cases.
Location: India
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 and network problems.
  • •Interface with Engineering and assist customers with testing and troubleshooting.
  • •Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams.
  • •Create technical support database entries documenting incident resolutions not found in the knowledge base.
  • •Understand product direction and customer use cases, and provide input on product and code changes throughout the product cycle.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveRetirementLearning Budget

Key Requirements

  • •5+ years of support and networking experience, including general firewall and packet-filtering troubleshooting.
  • •Strong understanding of common network and application protocols and behaviors for debugging unexpected issues.
  • •Experience with GRE and IPSec configuration/troubleshooting, plus an understanding of PAC files and use cases.
  • •Proficiency with network troubleshooting tools such as Wireshark, traceroute (trace route), and MTR for fault isolation.
  • •Deep experience in Authentication (SAML, Kerberos), application layer concepts (HTTP methods), and tools like Fiddler, including IPv4/IPv6, routing, and DNS.
Skills:OwnershipProblem-solvingIntegrityCollaborationCustomer obsession
Tech Stack:GREIPSecPAC filesWiresharkTracerouteMTRSAMLKerberosFiddlerIPv4IPv6HTTPDNSForward ProxyAWSAzureFirewallsVPNZero TrustLinux

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