[Remote] Technical Support Engineer (Eastern or Pacific Time) at Zscaler

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

4+ years in a technical facing role, troubleshooting and resolving technical issues with a wide range of technologies
Troubleshooting experience in Windows, macOS, and Linux environments
Troubleshooting experience in Networking (TCP/IP, DNS, Wireshark, SSL)
Third-party security agents, EDR preferred
Strong listening, written, and verbal communication skills with proven ability to initiate and manage relationships via email and on calls
An understanding of how to prioritize and escalate customer issues to the appropriate internal team
An independent and self-sufficient mindset, focused on the needs of your customers and genuinely excited about forging a path forward when none exists
The ability to prioritize customer well-being, even through difficult conversations. Maintain a positive, proactive approach: identify and resolve issues impacting customer experience or t

Responsibilities

Being on the front lines of our support team, ensuring every customer inquiry is properly reviewed and handled with care. You'll use our established triage process to identify, categorize, and resolve complex issues with understanding of customer needs and concerns and deeper comprehension of product and issue relation
Communicating with customers clearly, concisely, and professionally, both written and verbal, and striving to educate customers in ticket responses to ensure that they are getting the most out of our products
Creating, updating, and sharing documentation based on troubleshooting and new solutions
Working with Product Management and Engineering to identify, reproduce, inform on, and resolve defects
Participating in the team’s on call pager rotation, responding to operational incidents as needed
Owning the maintenance, upgrades, and performance of the hosted server fleet, while striving to minimize operational incidents

Skills

Zscaler

Cloud-based cybersecurity and secure gateway services

About Zscaler

Zscaler provides cloud-based information security services, focusing on internet, web, and cloud security. Its platform functions as a secure gateway that inspects all internet traffic between users and applications, ensuring that threats are identified and stopped before they can access a client's network. This service is offered through a subscription model, allowing large enterprises and government organizations to select the level of security that meets their needs. Zscaler differentiates itself from competitors by offering a strong partner program that enhances market reach and provides partners with training and resources. The company's goal is to support secure digital transformation for its clients by delivering reliable security solutions.

San Jose, CaliforniaHeadquarters

2008Year Founded

$148.8MTotal Funding

IPOCompany Stage

Enterprise Software, CybersecurityIndustries

5,001-10,000Employees

Benefits

Comprehensive health plans

Supportive parental & family leave

On-demand learning & development

Company-sponsored volunteering

Global tuition assistance program

Guilt-free paid time off

Risks

Emerging cybersecurity firms may erode Zscaler's market share.

Economic downturns could impact Zscaler's subscription-based revenue model.

The retirement of CFO Mr. Canessa may lead to financial instability.

Differentiation

Zscaler offers a 100% cloud-based security platform, eliminating on-premise hardware needs.

The company is a Gartner magic quadrant leader for secure web gateways.

Zscaler's platform inspects all internet traffic, ensuring threats are neutralized pre-network.

Upsides

Zscaler's FY/25 guidance was revised upward, indicating strong financial performance.

The partnership with Bharti Airtel enhances Zscaler's zero-trust architecture offerings.

Zscaler's hiring of government experts strengthens its position in the public sector.

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