About the company
Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
Responsibilities
- Provide second line phone/email consultation to independently debug complex security/network problems.
- Interface with Engineering and assist the customer with testing or troubleshooting.
- Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams.
- Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base.
- Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle.
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 to facilitate in troubleshooting unexpected behaviors.
- Experience in GRE and IPSec configuration and troubleshooting, alongside an understanding of PAC files and their use cases.
- Proficient in network troubleshooting using Wireshark, trace route, MTR, and similar tools to identify fault isolation, packet loss, and session resets.
- Deep experience in Authentication (SAML, Kerberos), Application Layer understanding, HTTP methods, and tools like Fiddler, IPv4, IPv6, routing, and DNS.
Conditions
- Various health plans.
- Time off plans for vacation and sick time.
- Parental leave options.
- Retirement options.
- Education reimbursement.
- In-office perks, and more.