Senior Technical Support Engineer

As a Senior Technical Support Engineer at Zscaler, you will be responsible for providing second-line support via phone and email for complex security and networking issues. Your role includes troubleshooting problems, reproducing customer issues for verification, documenting solutions in our technical database, and mentoring junior engineers in advanced troubleshooting techniques.

To qualify for the Senior Technical Support Engineer role at Zscaler, candidates should have at least 5 years of experience in a similar position, supporting networking or web security products. Proficiency in Linux, Unix, Free BSD, and familiarity with network troubleshooting tools is essential. Understanding protocols like HTTP, SMTP, and DNS is a must.

At Zscaler, employee development is a priority. As a Senior Technical Support Engineer, you will have opportunities to mentor junior staff, engage in continuous learning initiatives, and take advantage of education reimbursement programs to further enhance your skills and knowledge in the field.

Zscaler prides itself on fostering an inclusive and collaborative culture where employees are encouraged to innovate and share ideas. As a Senior Technical Support Engineer, you will be part of a fast-paced environment filled with bright minds who share a passion for cloud security and customer success.

Zscaler offers a comprehensive range of employee benefits for Senior Technical Support Engineers, which include various health plans, time-off for vacation and sick leave, parental leave options, retirement plans, and in-office perks. We also emphasize work-life balance and the well-being of our employees.

In your response, be specific about the issue, the steps you took to resolve it, and the final outcome. Highlight your critical thinking, resourcefulness, and collaboration skills.

Discuss the tools you are proficient in, such as Ping or Traceroute, and provide examples of how you have used them to troubleshoot network problems effectively.

Explain your approach to prioritization based on urgency, impact on business operations, and customer needs. Share a personal experience where you successfully managed multiple requests.

Detail your documentation process, emphasizing clarity and thoroughness. Mention how you ensure information is accessible for your team and future reference.

Convey your understanding of Zscaler’s products and services, emphasizing your familiarity with similar technologies and how this knowledge positions you to assist customers more effectively.

Provide a specific example where your guidance led to improvements in the junior engineer's skills or confidence. This showcases your leadership and communication abilities.

Share your insights on industry trends and challenges, linking them to your experience. Focus on aspects such as evolving technology, customer expectations, or remote support issues.

Discuss your strategy for maintaining composure, addressing the customer's concerns, and finding solutions efficiently. Highlight a successful resolution story to illustrate your method.

Talk about your scripting knowledge, whether in Shell or Python, and how it has previously helped automate tasks or improve troubleshooting efficiency.

Articulate your passion for cloud security and customer success, as well as how Zscaler’s mission aligns with your professional values and career goals. This is your chance to express enthusiasm for the role.