Last shared 213 days ago
RESPONSIBILITIES:- Provide second line phone/email consultation to independently debug complex security/network problems. - Participate in a 24x7 Support Operation and 24x7 on-call rotation. - Interface with Engineering and assist the customer with testing or troubleshooting.- Reproduce customer issues to verify problems and provide feedback to Engineering and Operations team.- Create entries in our technical support on-line database to accurately document any incident resolution that is not found in our knowledge base.- Assist in developing on-going training programs for the department.- Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.- Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.- Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.- Other duties as assignedREQUIREMENTS:- Minimum 3-year experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products.- Experience with operating systems such as Linux, Unix and Free BSD.- Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Treaceroute, MTR etc)- Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS etc- Working knowledge of Apache and IIS Web Server administration- Working Knowledge of networking and security products and enterprise Network Infrastructure.- Familiarity with: o Network Protocol Analyzers (tcpdump, Wireshark) o Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS) o authentication systems such as LDAP, MS AD etc o VPN technologies such as IPSec and VPN clients
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