Focal Support Engineer - Firewalls, Proxies

About Zscaler

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances. 

Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

Summary: 

The Zscaler Focal Support (FS) team is built around the proven concept of a small group (pod) of support engineers that are very technically competent and familiar with both the technology deployed by a customer and the people maintaining it. As a Focal Support Engineer you will earn the trust of your customers and deliver a superior support experience, being well positioned to respond faster and more effectively to any technical issues that might arise for customers under your care. A pod works in partnership with the assigned Technical Account Managers (TAMs) and account teams for a small number of customers to provide a  personalized, high touch and extremely knowledgeable response to technical questions and problems. As an FS engineer, you will know your customer's history and will understand why certain features are being used and avoid recommendations that don't work in their environment or align with their roadmap. Unlike a regular front line support engineer, an FS engineer's ratings will bias on team performance over individual performance. Of course, individual performance is still important and providing deliverables like team technical training, on-call coverage and high CSAT scores will be part of an individual's annual review process. However the performance of the team represents the most important metrics and each FS engineer contributes to this in a very meaningful way. The pod is focused on continuously building customer trust in our product for mission critical infrastructure. You will be a valuable member of a high performance team delivering technical solutions to some of the largest enterprises in the world!   Skills:

• Bachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications.
• 5+ years of support and networking experienced required
• network troubleshooting, including use of Wireshark, trace route, MTR and similar tools to identify devices between the source and destination and do fault isolation to identify packet loss, session resets, MTU changes and other performance related aspects of traffic flows.
• General firewalls and packet filtering experience and troubleshooting
• a strong understanding of common network and application protocols and behaviors to facilitate troubleshooting unexpected behaviors.
• HTTP/HTTPS troubleshooting via browsers (performance and errors)
• IPv4, IPv6, routing, DNS, load balancing, proxies, and other layer 2-4 concepts
• Authentication systems such as LDAP, MS AD etc
• Microsoft Windows, MacOS and Linux systems and general troubleshooting
• PAC files and proxies
• GRE and IPSec tunnel troubleshooting
• Very strong verbal and written communication skills (English)
• Working knowledge of networking and security products and enterprise network infrastructure.
• Zscaler Experience a plus

    Responsibilities/What you’ll do

• You will be responsible for taking cases opened by the customers assigned to your pod and working them to a resolution that satisfies the customer’s business needs. Your customers need to develop trust in your abilities and your focus on their issues. You need to understand their business requirements, priorities and limitations to help provide better solutions that will be resilient and last.
• The team has an on-call rotation that monitors issues that may be opened over a weekend. You will be strongly encouraged to participate in this on-call rotation, although it is voluntary. This is compensated separately from the regular salaried work and is not in place of your regular salaried work.
• You will work with the other team members in your pod to ensure that cases are worked on continuously (as appropriate). This includes things like replication of an issue to recreate the problem or error and then test potential workarounds, assessing viability of that workaround within the customer’s expectations and limits. 
• You will be working with the product team/Engineering or the Escalation team to open bug reports for issues that are verified to be code defects. We use Jira to track these issues. Opening “good bugs” is critical to rapid resolution of customer issues.
• You will be expected to expand and grow your knowledge and share your newfound knowledge with others in support.
• You will be working closely with the same people at your assigned customers, good communication skills and an open and sharing attitude are essential! You are expected to keep you customers up to date regularly.
• Monitor for issues that impact multiple customers reducing duplicate efforts and providing consistent answers and updates to your customers when and where appropriate.
• Working with TAM and CSM teams to ensure your customers are getting the best experience and value from our products

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range$120,000—$155,000 USD

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.