Designated Support Engineer III

Zscaler
India
Workplace: HybridFull timeFunction: Design (Product/UX/UI/Visual)Experience: 5+ yearsSkills: ["Problem-solving","Customer obsession","Collaboration","Bias for action","Integrity"]

Serve as the highest-level technical support within Zscaler’s TAC, resolving the most complex and critical security/network issues escalated from Level I and II. Provide second-line phone/email troubleshooting, reproduce and validate customer incidents, and document resolutions outside the knowledge base. Partner with Engineering and Operations on testing, troubleshooting, and product/code improvements while applying deep expertise across firewalls, GRE/IPSec, and authentication protocols.

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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 within Zscaler’s TAC, resolving the most complex and critical security/network issues escalated from Level I and II. Provide second-line phone/email troubleshooting, reproduce and validate customer incidents, and document resolutions outside the knowledge base. Partner with Engineering and Operations on testing, troubleshooting, and product/code improvements while applying deep expertise across firewalls, GRE/IPSec, and authentication protocols.
Location: India
Workplace: Hybrid
Employment Type: Full time
Job Function: Design (Product/UX/UI/Visual)
Seniority: Sr. Manager level

Key Responsibilities

  • •Provide second line phone/email consultation to independently debug complex security/network problems.
  • •Interface with Engineering and assist customers with testing and troubleshooting.
  • •Reproduce customer issues to verify problems and feed insights back to Engineering and Operations.
  • •Create technical support database entries to document incident resolutions not covered in the knowledge base.
  • •Understand product direction and customer use-cases and provide input on product and code changes across the product cycle.

Key Requirements

  • •5+ years of support and networking experience, including general firewalls and packet filtering troubleshooting.
  • •Strong understanding of common network and application protocols and behaviors for troubleshooting unexpected behaviors.
  • •Experience configuring and troubleshooting GRE and IPSec, including understanding PAC files and use cases.
  • •Proficiency in network troubleshooting using Wireshark, trace route, MTR, and similar tools for fault isolation and packet loss/session reset analysis.
  • •Deep experience in Authentication (SAML, Kerberos), application-layer concepts (HTTP methods), and tools like Fiddler, IPv4/IPv6, routing, and DNS.
Experience:5+ yearsNetworkingSecurityFirewallsZero trust
Skills:Problem-solvingCustomer obsessionCollaborationBias for actionIntegrity
Languages:English
Tech Stack:WiresharkTrace routeMTRGREIPSecPAC filesSAMLKerberosFiddlerIPv4IPv6HTTPDNSRoutingLinuxWindowsMacOSForward ProxyAWSAzure

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