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Product Support Engineer III - job 1 of 5

Zscaler, a leading cloud security company, is seeking an experienced Product Support Engineer III to join their Global Customer Support team, focusing on customer success and innovation.

Skills

  • Troubleshooting network issues
  • Mentoring
  • Technical documentation
  • Scripting knowledge (SHELL, Python)
  • Customer support

Responsibilities

  • Providing second line phone/email consultation to independently debug complex security/network problems
  • Reproducing customer issues to verify problems and provide feedback to Engineering and Operations teams
  • Creating entries in our technical support online database to document any incident resolution
  • Mentoring other engineers on advanced troubleshooting and debugging skills
  • Understanding product direction and customer use-cases to contribute to product changes

Education

  • Bachelor of Science in Computer Science or Engineering
  • Equivalent industry certifications

Benefits

  • Various health plans
  • Time off plans for vacation and sick time
  • Parental leave options
  • Retirement options
  • Education reimbursement
  • In-office perks
To read the complete job description, please click on the ‘Apply’ button

Average salary estimate

$75000 / YEARLY (est.)
min
max
$60000K
$90000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Product Support Engineer III, Zscaler

Join Zscaler as a Product Support Engineer III in Bangalore, where your expertise in networking and security will help shape the future of cloud safety. At Zscaler, we’re passionate about making business in the cloud a secure and enjoyable experience for thousands of enterprise customers, including 40% of Fortune 500 companies. As part of our global Customer Success Organization, you will be at the heart of ensuring our customers excel while using the Zscaler Zero Trust Exchange™ platform. Your role involves providing top-notch second-line support by debugging complex security and network issues, mentoring fellow engineers, and helping to improve our products with your insights. You will engage directly with customers via phone and email, working diligently to reproduce issues and document solutions. This position isn't just about troubleshooting; it's about leveraging your skills to impact customer satisfaction positively and contributing to our collaborative team culture. We seek a seasoned professional with 5+ years of experience, familiar with operating systems like Linux and protocols such as HTTP and DNS. If you have the knack for problem-solving and a passion for customer success, come and thrive in our fast-paced and innovative environment. At Zscaler, we value diversity, and we believe that our inclusive culture enhances our productivity and creativity. Let's build a secure digital future together!

Frequently Asked Questions (FAQs) for Product Support Engineer III Role at Zscaler
What are the responsibilities of a Product Support Engineer III at Zscaler?

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.

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What qualifications are required for the Product Support Engineer III position at Zscaler?

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.

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What background will help me stand out as a Product Support Engineer III at Zscaler?

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.

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How does Zscaler support its employees in terms of benefits for the Product Support Engineer III role?

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.

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What is the company culture like at Zscaler for a Product Support Engineer III?

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.

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Common Interview Questions for Product Support Engineer III
Can you describe your experience troubleshooting network issues?

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.

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What steps do you take when you cannot reproduce a customer's issue?

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.

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How do you prioritize multiple support tickets?

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.

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What protocols are you familiar with, and how do you apply them in support?

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.

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How do you document solutions effectively?

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.

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Can you give an example of a time you mentored a colleague?

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.

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Why do you want to work at Zscaler as a Product Support Engineer III?

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.

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How do you keep up with industry trends in network security?

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.

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Describe how you handle difficult customer interactions.

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.

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What technical support tools do you prefer to use?

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.

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Zscaler: Securing your cloud transformation We are passionate about being the best; the best global security company that enables mobile and enterprise businesses to be more secure, safer, and faster.

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TEAM SIZE
SALARY RANGE
$60,000/yr - $90,000/yr
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
March 10, 2025

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