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Zscaler is seeking a Product Support Engineer III to join its Technical Assistance Center (TAC) in Bangalore on a hybrid basis, reporting to the Senior Manager of Product Support. This is a senior-level technical support role 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
- Interface with Engineering teams to assist customers with testing and troubleshooting
- Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
- Create and maintain entries in the technical support database to document incident resolutions not found in the knowledge base
- Understand product direction and customer use cases, providing input on product and code changes throughout the product lifecycle
You will be expected to act as an owner with a bias for action, solve hard problems with urgency, collaborate at high trust, maintain deep customer obsession, and operate with speed and quality in a high-growth environment. The role requires independent judgment in handling escalated technical issues and the ability to bridge customer needs with internal engineering teams.
Zscaler is a NASDAQ-listed company (ZS) that operates the world's largest in-line cloud security platform, the Zero Trust Exchange, distributed across 200+ global data centers. The company is building an AI-native enterprise focused on solving complex security challenges.
REQUIREMENTS:
- Minimum 6 years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products
- Experience with operating systems: Linux, Unix, and FreeBSD
- Hands-on troubleshooting of network issues with familiarity with tools (Ping, Traceroute, MTR, etc.)
- Expert knowledge of protocols: HTTP, SMTP, FTP, DNS
- Familiarity with Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS), authentication systems (LDAP, MS AD), VPN technologies (IPSec), and scripting (Shell, Python, Perl)
- Demonstrated curiosity and active exploration of AI tools with proven history of integrating new technologies to enhance workflows and problem-solving
PREFERRED QUALIFICATIONS:
- Demonstrated ability to leverage AI technologies and workflows to drive measurable operational efficiency
- Hands-on experience with Zscaler products
- Network Security-related certifications
