Product Support Engineer

About the company

• Zscaler (NASDAQ: ZS) accelerates digital transformation with the Zscaler Zero Trust Exchange platform
• SASE-based Zero Trust Exchange is the world's largest in-line cloud security platform

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 or troubleshooting efforts
• Reproduce customer issues to verify problems and provide feedback to the Engineering and Operations teams

Requirements

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions
• 4+ years of experience in technical support or a related technical field
• University degree in IT, Computer Science, or a related field
• Proficiency in troubleshooting, debugging, and working directly with customers
• Preferred: in-depth understanding of enterprise networks and infrastructure, TCP/IP, packet captures and diagnostics
• Preferred: experience with Internet protocols including HTTP and its proxies, SMTP, DNS, LDAP, and FTP
• Preferred: experience with open source system administration (Windows, Linux, FreeBSD) and reading packet captures using Wireshark

Conditions

• Hybrid role based in Tokyo
• Comprehensive benefits: health plans, time off, parental leave, retirement options, education reimbursement, in-office perks