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Zscaler is seeking a Designated Support Engineer III to join its Technical Assistance Center (TAC) in Mohali on a hybrid basis, reporting to the Manager of Global Focal Support. This is the highest level of technical support role within the TAC, 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, and create detailed entries in the technical support database to document incident resolutions not found in the knowledge base. You will also understand product direction and customer use cases, providing input on product and code changes throughout the product cycle.
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, deep experience with GRE and IPSec configuration and troubleshooting, and proficiency with network troubleshooting tools such as Wireshark, traceroute, and MTR. You are skilled in authentication protocols (SAML, Kerberos), application layer understanding, HTTP methods, and tools like Fiddler. You understand IPv4, IPv6, routing, and DNS.
Preferred qualifications include prior knowledge of Forward Proxy and cloud environments (AWS, Azure), direct experience in Firewall and VPN/Zero Trust environments, and experience across Linux, Windows, and macOS operating systems.
Zscaler is an AI-forward enterprise that accelerates digital transformation by leveraging the world's largest security data lake to power its cloud-native Zero Trust Exchange platform. The company values impact over activity, customer obsession, collaboration, ownership, and accountability.
