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Senior Technical Support Engineer

Zscaler is looking for an experienced Product Support Engineer III to join their Global Customer Support team, providing expert assistance to enterprise customers.

Skills

  • 5+ years experience as Support Engineer or Sr. Support Engineer
  • Troubleshooting network issues
  • Experience with Linux, Unix, and Free BSD
  • Familiarity with network protocols (HTTP, SMTP, FTP, DNS)

Responsibilities

  • Providing second line phone/email consultation to debug complex security/network issues
  • Reproducing customer issues to verify problems
  • Documenting incident resolutions in technical support database
  • Mentoring other engineers on advanced troubleshooting
  • Understanding product direction and contributing to product changes

Education

  • Bachelor of Science in Computer Science/Engineering or equivalent certifications

Benefits

  • Various health plans
  • Time off 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

$110000 / YEARLY (est.)
min
max
$100000K
$120000K

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 Senior Technical Support Engineer, Zscaler

Are you ready to take your career to the next level as a Senior Technical Support Engineer at Zscaler in Bangalore? Zscaler is on a mission to transform how enterprises operate by providing the most innovative cloud security solutions. As a key player in our Global Customer Support team, you'll become an integral part of our success story. Your days will be brimming with excitement as you tackle complex security and networking challenges, helping our diverse clientele solve their pressing issues. With your experience in Linux, Unix, and Free BSD, you'll independently debug problems and collaborate with our talented Engineering and Operations teams. One moment you might be reproducing customer issues to identify solutions, and the next, documenting your findings in our technical database to improve our knowledge base. This role also allows you the chance to mentor fellow engineers—sharing your invaluable skills in debugging and case management while fostering a culture of continuous learning and growth. At Zscaler, we highly value innovation and collaboration, so you'll have the opportunity to contribute to product and code changes that enhance our offerings. If you have a passion for technology and customer success and possess a background in networking and web security products, we want to hear from you! Join us in our endeavor to make cloud computing safer and more efficient for businesses everywhere, while enjoying generous benefits and a workplace that celebrates diversity and inclusion.

Frequently Asked Questions (FAQs) for Senior Technical Support Engineer Role at Zscaler
What are the key responsibilities of a Senior Technical Support Engineer at Zscaler?

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.

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What qualifications are required for the Senior Technical Support Engineer position at Zscaler?

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.

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How does Zscaler support employee development for Senior Technical Support Engineers?

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.

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What is Zscaler’s work culture like for a Senior Technical Support Engineer?

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.

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What benefits can a Senior Technical Support Engineer expect at Zscaler?

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.

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Common Interview Questions for Senior Technical Support Engineer
Can you describe a challenging technical issue you resolved in your previous roles as a Support Engineer?

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.

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What troubleshooting tools do you prefer for network issues, and why?

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.

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How do you prioritize multiple support requests from customers?

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.

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What steps do you take to document a resolution for a complex technical issue?

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

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How familiar are you with Zscaler products, and how would that help you in this role?

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.

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Describe a time when you had to mentor a junior engineer. What was the situation, and what was the outcome?

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.

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What do you see as the biggest challenges facing technical support engineers today?

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.

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Explain how you handle customer escalations in a pressure-filled environment?

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

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What is your experience with scripting, and how do you think it benefits technical support?

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

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Why do you want to work as a Senior Technical Support Engineer at Zscaler?

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.

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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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FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$100,000/yr - $120,000/yr
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
March 10, 2025

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