Product Support Engineer III(Troubleshooting | Support | Networking | IPV6/HTTPS)

As a Product Support Engineer III at Zscaler, your main responsibilities include providing second-line phone and email consultations to help customers independently debug complex security and network issues. You will also assist with testing and troubleshooting alongside the engineering team, document incident resolutions in our technical support database, and promote a collaborative environment by helping fellow Zscaler employees. Additionally, understanding customer use cases is crucial, as you'll contribute to product direction and development throughout the product lifecycle.

To qualify for the Product Support Engineer III role at Zscaler, you should have a minimum of 5 years of experience in a support engineering role focused on networking or web security products. Familiarity with operating systems like Linux, Unix, and Free BSD is essential. Knowledge of troubleshooting network issues, along with experience with protocols such as HTTP, SMTP, FTP, and DNS, are key requirements. A Bachelor of Science in Computer Science or equivalent certifications would make you stand out.

Zscaler is committed to fostering a culture of learning and professional development among its Product Support Engineers. This is achieved through a collaborative team environment where employees are encouraged to assist one another. Zscaler also provides opportunities for training and skill enhancement, enabling team members to grow their expertise. The inclusive work culture allows individuals to explore their interests within the cloud security space and stay updated with emerging technologies.

As a Product Support Engineer III at Zscaler, you will work with various troubleshooting tools including Ping, Traceroute, and MTR to analyze and resolve network issues. Proficiency in scripting languages such as Shell and Python will also be beneficial in automating processes and enhancing support efficiency. Familiarity with Zscaler’s product offerings and security protocols will ensure you have the tools necessary to provide exceptional support to our customers.

Zscaler prides itself on promoting diversity, equity, inclusion, and belonging within its workforce. The company actively seeks individuals from all backgrounds to create a representative team and ensure everyone feels valued. This commitment to inclusivity is reflected in the way Zscaler cultivates a supportive environment where diverse perspectives contribute to innovation and success—making it an ideal workplace for Product Support Engineers looking to thrive in their careers.

In response to this question, you should discuss specific examples from your past experiences where you successfully diagnosed and resolved network issues. Mention the tools you used, such as Ping or Traceroute, and describe the steps you took to investigate the problem. Use these experiences to highlight your analytical skills and your ability to work under pressure.

It's important to emphasize your organizational skills here. Discuss the tools and systems you have used for documentation, such as knowledge bases or ticketing systems, and how you ensure that every incident is logged accurately. Sharing examples of how this documentation helped improve team efficiency or customer satisfaction will strengthen your response.

Talk about your dedication to continuous learning. Mention specific sources you follow, such as industry websites, webinars, or professional groups. If you attend conferences or pursue certifications, be sure to highlight these as well. This demonstrates your commitment to staying current in a fast-evolving field like network security.

Illustrate the importance of teamwork by sharing a real-life scenario where you worked with engineering teams. Outline the situation, how you communicated and coordinated your efforts, and what the outcome was. Highlighting your ability to bridge technical communication between support and engineering will showcase your collaborative skills.

Detail your knowledge of essential security protocols such as HTTP, HTTPS, and DNS, explaining how you have used them in past troubleshooting scenarios. Providing a specific example where understanding these protocols helped resolve an issue will demonstrate your practical knowledge.

Share your insights on industry trends and challenges such as increasing cyber threats or complex customer demands. Discuss how you believe effective communication and technical expertise can mitigate these challenges, expressing your proactive approach to problem-solving.

Discuss your method for assessing and prioritizing support requests based on urgency and impact. Providing a framework for how you determine which issues to address first will show your ability to work efficiently in high-pressure environments.

Emphasize the value of customer feedback in improving support processes. Share examples of how you've used customer insights to inform your support strategies or to facilitate better knowledge sharing within your team.

Identify specific initiatives or changes you implemented that streamlined support operations or enhanced customer satisfaction. This could include introducing new documentation practices or proposing tools that improved team efficiency.

Articulate your excitement about Zscaler’s mission and commitment to providing cutting-edge cloud security solutions. Highlight how your values align with the company culture and how you believe your skills and experiences can contribute to their customer success goals.