SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Zscaler is seeking a Focal Senior Technical Support Engineer to join the Customer Success Organization in Tokyo, reporting to the Manager of Product Support. You will provide Tier III focal support to independently diagnose and resolve complex security and network issues for enterprise customers using Zscaler's Zero Trust Exchange platform.
Key Responsibilities:
- Provide advanced technical support via phone and email, independently diagnosing and resolving complex security and network issues
- Communicate with assigned customers and support pods to provide progress updates and resolution details
- Partner with Product, Engineering, and Escalation teams to assist customers with testing and troubleshooting efforts
- Reproduce customer issues to verify problems and provide actionable feedback to Engineering and Operations teams
Zscaler's Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. The role involves hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and fully leverage Zscaler's technology.
Zscaler (NASDAQ: ZS) is a leader in cloud security, protecting thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications. The Zero Trust Exchange platform is distributed across 200+ public data centers globally and is the world's largest in-line cloud security platform.
Minimum Qualifications:
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions within your functional domain
- 4+ years of experience in technical support or a related technical field
- University degree in IT, Computer Science, or a related field
- Proficiency in troubleshooting, debugging, and working directly with customers
Preferred Qualifications:
- Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
- In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet captures and general diagnostics
- Experience with Internet protocols including HTTP and its proxies, SMTP, DNS, LDAP, and FTP
- Experience with open source system administration (Windows, Linux, FreeBSD) and proficiency reading packet captures using Wireshark
