Senior Product Support Engineer

Zscaler
Tokyo
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 4+ yearsEducation: bachelorsSkills: ["Troubleshooting","Debugging","Customer collaboration","Problem-solving","Continuous learning"]

Provide Tier III phone and email support to independently debug complex security and network issues for enterprise customers. Reproduce customer problems, partner with Engineering to test and troubleshoot, and translate findings into actionable feedback for Engineering and Operations. Work within the Customer Success organization to ensure customers successfully implement and fully leverage the Zscaler Zero Trust Exchange platform, especially when problems span networks and infrastructure.

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FursaFursa
Zscaler
Zscaler
2 days ago

Senior Product Support Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Provide Tier III phone and email support to independently debug complex security and network issues for enterprise customers. Reproduce customer problems, partner with Engineering to test and troubleshoot, and translate findings into actionable feedback for Engineering and Operations. Work within the Customer Success organization to ensure customers successfully implement and fully leverage the Zscaler Zero Trust Exchange platform, especially when problems span networks and infrastructure.
Location: Tokyo
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Provide phone and email consultation to independently debug complex security and network problems for Tier III support.
  • •Partner with Engineering to assist customers with testing and troubleshooting efforts.
  • •Reproduce customer issues to verify problems and provide feedback to Engineering and Operations.
  • •Deliver hands-on, expert support to help customers achieve goals and fully leverage the platform after implementation.
  • •Operate effectively within a dynamic, ambiguity-driven customer success environment, collaborating with high trust across teams.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveRetirementLearning Budget

Key Requirements

  • •4+ years of experience in technical support or a related technical field.
  • •Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions within your domain.
  • •Proficiency troubleshooting and debugging, working directly with customers.
  • •University degree in IT, Computer Science, or a related field.
  • •Ability to independently debug complex security and network problems for Tier III support.
Experience:4+ yearsTechnical supportSecurityNetworkingEnterprise networksAI/ML
Education:Bachelor's in IT, Computer Science, or a related field
Skills:TroubleshootingDebuggingCustomer collaborationProblem-solvingContinuous learning
Languages:English
Tech Stack:AI/MLTCP/IPWiresharkWindowsLinuxFreeBSDHTTPSMTPDNSLDAPFTPPacket captures

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