Designated Support Engineer III

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

Serve as the highest-level technical support in TAC, resolving the most complex and critical security/network incidents escalated from Level I and Level II engineers. Provide second-line phone/email troubleshooting, reproduce and verify customer issues, and document resolutions in the support database. Partner with Engineering and Operations to test, troubleshoot, and feed back improvements to product direction and code changes.

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FursaFursa
Zscaler
Zscaler
9 hours 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: 1 hour agoStatus: Live
Reposted: similar role first listed 3 weeks ago

Job Summary

Serve as the highest-level technical support in TAC, resolving the most complex and critical security/network incidents escalated from Level I and Level II engineers. Provide second-line phone/email troubleshooting, reproduce and verify customer issues, and document resolutions in the support database. Partner with Engineering and Operations to test, troubleshoot, and feed back improvements to product direction and code changes.
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.
  • •Create and maintain 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 across the product lifecycle.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveRetirement Options

Key Requirements

  • •5+ years of support and networking experience, including general firewall and packet filtering troubleshooting.
  • •Proficiency using Wireshark, Fiddler, MTR, and traceroute to analyze network and application protocols and diagnose faults.
  • •Hands-on experience configuring and troubleshooting GRE and IPSec VPN tunnels, including using PAC files for network pathing.
  • •Deep expertise in enterprise authentication (SAML, Kerberos), HTTP methods, IPv4/IPv6 routing, and DNS administration.
  • •Demonstrated curiosity with AI tools and a history of integrating new technologies to enhance workflows and problem-solving.
Experience:5+ years
Skills:Problem-solvingCollaborationCustomer obsessionIntegrityBias for action
Languages:English
Tech Stack:WiresharkFiddlerMTRTracerouteGREIPSecVPNPAC filesSAMLKerberosHTTPIPv4IPv6DNSAWSAzureLinuxWindowsMacOS

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