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Zscaler is seeking a Designated Support Engineer III to join the Global Focal Support team in Mohali on a hybrid basis, reporting to the Manager of Global Focal Support. This is the highest level of technical support within the Technical Assistance Center (TAC), responsible for resolving the most complex and critical issues escalated from Level I and Level II support engineers.
You will provide second-line phone and email consultation to independently debug complex security and network problems. Key responsibilities include interfacing with the Engineering team to assist customers with testing and troubleshooting, reproducing customer issues to verify problems and provide feedback to Engineering and Operations teams, creating detailed entries in the technical support database to document incident resolutions not found in the knowledge base, and understanding product direction and customer use cases to provide input on product and code changes throughout the product cycle.
The ideal candidate is an owner who operates with integrity and bias for action, a problem-solver energized by finding solutions to hard problems, a high-trust collaborator who embraces feedback and is ambitious for the team, customer-obsessed with deep empathy for both internal and external customers, and someone who operates with urgency in a high-growth environment, balancing speed and quality.
REQUIREMENTS:
- 5+ years of support and networking experience, including general firewalls and packet filtering troubleshooting
- Demonstrated curiosity and active exploration of AI tools, with proven history of integrating new technologies to enhance workflows and augment problem-solving
- Proficiency with Wireshark, Fiddler, MTR, and traceroute to analyze network and application protocols, isolate faults, diagnose packet loss, and resolve unexpected session resets
- Hands-on experience configuring and troubleshooting GRE and IPSec VPN tunnels, combined with leveraging PAC files to optimize network pathing and traffic flow
- Deep expertise in enterprise authentication (SAML, Kerberos), application-layer mechanics (HTTP methods), IPv4/IPv6 routing, and DNS administration
PREFERRED QUALIFICATIONS:
- Prior knowledge of Forward Proxy and cloud environments like AWS and Azure
- Direct experience working in Firewall and VPN/Zero Trust environments
- Experience working across various operating systems including Linux, Windows, and macOS
