Product Support Engineer III - job 1 of 5

As a Product Support Engineer III at Zscaler, your primary responsibilities include providing second-line support through phone and email to help troubleshoot complex network and security issues. You’ll also reproduce customer issues to validate problems and work closely with our Engineering and Operations teams. Additionally, you’ll document incident resolutions in our technical support database and mentor other engineers on advanced troubleshooting techniques.

To qualify for the Product Support Engineer III role at Zscaler, candidates should have a minimum of 5 years of experience as a Support Engineer or Sr. Support Engineer, focusing on networking or web security products. Familiarity with Linux-based operating systems and troubleshooting skills using tools such as Ping and Traceroute are essential. Additionally, experience with protocols like HTTP and DNS is required for this role to ensure effective customer support.

Candidates who possess a Bachelor of Science in Computer Science or Engineering, or have advanced industry certifications, will be considered strong contenders for the Product Support Engineer III position at Zscaler. Experience specifically with Zscaler products and scripting knowledge in languages like Python or Shell will certainly give applicants an edge in this competitive landscape.

Zscaler takes pride in offering comprehensive and inclusive benefits to its employees, including various health plans, generous time-off policies, parental leave options, retirement plans, and education reimbursement. These benefits reflect our commitment to employee well-being and support throughout different life stages, aligning with our mission to create a thriving workplace for all our team members.

The culture at Zscaler emphasizes inclusivity, innovation, and customer-centric success. As a Product Support Engineer III, you will find a collaborative environment that encourages engagement and personal growth. Zscaler is proud to be recognized as a Best Workplace in Technology, fostering an atmosphere where diverse ideas come together to drive productivity and efficiency in serving our global customers.

When faced with network troubleshooting, focus on sharing a structured approach: identifying the problem, utilizing tools like Ping and Traceroute, and systematically ruling out potential causes. Use specific examples from your past where you successfully diagnosed issues and how you communicated solutions to customers.

In such cases, explain your strategy: you should first clarify the issue with the customer to gather more details, then escalate the issue to the Engineering team if necessary. Emphasize the importance of documenting every interaction while continuously following up with the customer to keep them informed.

Discuss your method for prioritizing based on factors such as severity, the impact on the customer, and deadlines. Mention any tools or systems you've used to manage tickets effectively and how you maintain communication with customers during high-volume periods.

Detail your familiarity with protocols like HTTP, FTP, and DNS. Discuss how understanding these protocols allows you to troubleshoot effectively—for instance, diagnosing connection issues through HTTP headers or resolving DNS problems by providing configuration recommendations.

Effective documentation is key to building a knowledge base. Explain your approach to documenting solutions by writing clear, detailed descriptions of issues faced, the troubleshooting steps undertaken, and the final resolution. Highlight the importance of accessible documentation for future reference.

Share a specific instance where you helped a colleague by guiding them through a complex issue or teaching them advanced troubleshooting techniques. Discuss the methods you used to ensure they understood the concepts and how this experience enhanced their skills.

Express your enthusiasm for Zscaler's mission to create a safer digital business environment. Discuss how the innovative culture aligns with your career goals and mention specific products or initiatives that excite you about contributing to the team's success.

Talk about your commitment to lifelong learning through attending webinars, engaging in online forums, and following industry leaders. Mention specific resources or certifications you're pursuing to stay informed about the latest advancements in network security.

Difficult customer interactions should be approached with empathy and patience. Discuss strategies for actively listening to the customer's concerns, validating their feelings, and providing clear, actionable solutions. Describe how you aim to leave them satisfied with the outcome.

Share your experience with various technical support tools and how they enhance your efficiency and effectiveness. Mention tools you have used for ticketing systems, remote access, or network monitoring that help streamline your workflow in providing support.