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Zscaler is seeking a Designated Support Engineer III to join its Technical Assistance Center (TAC) in Mohali, India, in a hybrid capacity. You will serve as the highest level of technical support, responsible for resolving the most complex and critical issues escalated from Level I and Level II support engineers.
In this role, you will provide second-line phone and email consultation to independently debug complex security and network problems. You will interface directly with the Engineering team to assist customers with testing and troubleshooting, reproduce customer issues to verify problems, and provide feedback to Engineering and Operations teams. You will create detailed entries in the technical support database to document incident resolutions not found in the knowledge base, and contribute input on product and code changes based on your understanding of product direction and customer use cases.
You bring 5+ years of support and networking experience, including general firewalls and packet filtering troubleshooting. You have a strong understanding of common network and application protocols, with deep expertise in GRE and IPSec configuration and troubleshooting, PAC files, and authentication mechanisms (SAML, Kerberos). You are proficient with network troubleshooting tools including Wireshark, traceroute, MTR, and Fiddler, and have solid knowledge of IPv4, IPv6, routing, DNS, and HTTP methods.
Preferred qualifications include prior knowledge of Forward Proxy and cloud environments (AWS, Azure), direct experience in Firewall and VPN/Zero Trust environments, and cross-platform expertise (Linux, Windows, macOS).
Zscaler is an AI-forward enterprise focused on digital transformation and Zero Trust security. The company values impact over activity, customer obsession, collaboration, and execution. You will report to the Manager, Global Focal Support and work in an environment that emphasizes ownership, integrity, problem-solving, and urgency.
