Junior Product Support Specialist

As a Junior Product Support Specialist at Zscaler, your main duties include providing second-line support via phone and email, troubleshooting complex security and network issues, collaborating with the Engineering team for testing and problem resolution, and documenting all incidents in our technical support database to help improve the knowledge base.

To qualify for the Junior Product Support Specialist role at Zscaler, you should have at least 1 year of experience with HTTP and TCP/IP, along with troubleshooting capabilities. Familiarity with network transformation technologies like MPLS, SD-WAN, or WAN Optimization is also essential. Being able to read packet captures will set you apart.

Preferred candidates for the Junior Product Support Specialist position at Zscaler typically have a background in Internet and Security technologies such as SWG, Sandboxing, DLP, and VPNs. Additional industry certifications like CCNA or similar will be an advantage, along with a solid understanding of web-based security and network infrastructure.

At Zscaler, we emphasize growth and professional development. As a Junior Product Support Specialist, you will have access to continual learning opportunities through hands-on experience, collaborative team support, and resources to enhance your skill set, ensuring a pathway for career advancement.

Zscaler offers a fast-paced and inclusive work culture, encouraging teamwork and collaboration among Junior Product Support Specialists. You'll get to work alongside some of the brightest minds in the industry, all committed to driving innovation and providing outstanding customer support, making every day a learning experience.

In troubleshooting a network issue, I would first gather detailed information about the symptoms from the customer, then analyze relevant data such as logs and system configurations to identify potential causes. Following that, I'd replicate the issue if possible, leveraging tools like packet captures, and consult with the Engineering team as necessary to implement a solution.

TCP/IP protocols are fundamental for network communication. Understanding these protocols allows me to diagnose issues related to packet transmission, analyze data flow, and confirm connectivity, ultimately helping in effective troubleshooting when customers face network problems.

In a previous role, I faced a challenging situation where a customer struggled with intermittent connectivity. After gathering detailed symptoms, running diagnostics, and examining logs, I identified a misconfigured setting. By guiding the customer to correct it, we restored their connectivity, received positive feedback, and strengthened our relationship.

To ensure thorough documentation, I would create a structured format for all incidents, documenting not only the problem and solution but the steps taken to resolve it. This would allow future reference and serve as a valuable resource for team members addressing similar issues.

When faced with multiple support tickets, I would prioritize based on urgency and impact: issues causing significant downtime or impacting key customers would be addressed first. Clear communication with my team and customers about timelines would also be essential to set expectations.

I have a foundational understanding of security technologies such as firewalls and VPNs. I am familiar with their roles in network security, how they enforce policies, and how they protect sensitive data, along with their configurations to resolve related issues.

If I encountered an unresolved technical issue, I would gather all relevant documentation, including customer history and troubleshooting steps taken, before escalating it to my manager or the Engineering team. Properly articulating the issue will ensure that they have all necessary context to assist efficiently.

I stay current with emerging technologies in cloud security by regularly reading industry blogs, participating in online forums, and attending workshops or webinars. This continuous learning practice equips me with the knowledge to support customers competently and identify solutions effectively.

Teamwork is pivotal in my approach to customer support. By collaborating with coworkers, sharing knowledge, and offering assistance, we can ensure that no customer issue goes unresolved and that each team member grows through shared experiences, strengthening our overall support capabilities.

I want to work at Zscaler because of its commitment to innovation in cloud security and its supportive culture that encourages growth. I admire Zscaler's mission and value the opportunity to contribute to a team that is making significant impacts in the industry while growing my professional skills in a leading organization.