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Junior Product Support Specialist

Zscaler is looking for a Junior Product Support Specialist to provide technical product support and assist customers with complex security/network problems.

Skills

  • Understanding of HTTP and TCP/IP
  • Experience with network transformation technologies
  • Knowledge of packet captures
  • Troubleshooting skills

Responsibilities

  • Provide second line phone/email consultation to debug complex security/network problems
  • Work with Engineering to assist customers with testing or troubleshooting
  • Reproduce customer issues to verify problems and provide feedback
  • Document incident resolution in the technical support database
  • Promote team collaboration and assist colleagues

Education

  • Bachelor's degree in a related field preferred

Benefits

  • Various health plans
  • Time off for vacation and sick leave
  • 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

$50000 / YEARLY (est.)
min
max
$40000K
$60000K

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 Junior Product Support Specialist, Zscaler

At Zscaler in Wroclaw, we're excited to welcome a Junior Product Support Specialist to our dynamic team! If you have a knack for tackling complex security and network problems, this role provides an amazing opportunity to jumpstart your career in the cutting-edge field of cloud security. As part of our renowned engineering team, your focus will be on providing top-notch second-line consultation through phone and email to troubleshoot and resolve intricate security issues that our customers face. You'll work closely with our talented Engineering team to assist in testing and debugging, ensuring our customers have the best experience possible while using our world-class Zscaler Zero Trust Exchange™ platform. Not only will you reproduce customer issues to certify problems, but you will also document every resolution meticulously in our technical support database, helping your peers and the organization grow. If you're eager to collaborate with skilled colleagues while contributing to a vibrant and forward-thinking work environment, this might just be the perfect fit for you. We value dedication and technical acumen, and in return, we offer a supportive culture that cares about your professional development and success. Join us in making enterprise operations more secure and agile; bring your passion for cloud technology to Zscaler, where aspiring IT professionals like you can thrive and gain invaluable experience!

Frequently Asked Questions (FAQs) for Junior Product Support Specialist Role at Zscaler
What are the primary responsibilities of a Junior Product Support Specialist at Zscaler?

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.

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What qualifications do I need to apply for the Junior Product Support Specialist position at Zscaler?

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.

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What skills are preferred for the Junior Product Support Specialist role at Zscaler?

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.

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How does Zscaler support professional development for a Junior Product Support Specialist?

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.

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What is the work culture like for Junior Product Support Specialists at Zscaler?

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.

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Common Interview Questions for Junior Product Support Specialist
Can you explain how you would troubleshoot a network issue as a Junior Product Support Specialist?

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.

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What knowledge do you have of TCP/IP protocols and their significance in network troubleshooting?

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.

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Describe a time when you successfully resolved a technical issue for a customer.

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.

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What strategies would you use to ensure documentation of support incidents is thorough?

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.

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How would you prioritize multiple support tickets at once?

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.

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How familiar are you with security technologies like firewalls and VPNs?

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.

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What steps would you take to escalate a technical problem that you could not resolve?

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.

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How do you keep up with changes in technology, especially in cloud security?

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.

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What role does teamwork play in your approach to customer support?

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.

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Why do you want to work as a Junior Product Support Specialist at Zscaler?

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.

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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.

1141 jobs
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FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$40,000/yr - $60,000/yr
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
March 16, 2025

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