Product Support Engineer III - job 1 of 6

As a Product Support Engineer III at Zscaler, you'll provide essential second-line support to our enterprise customers, helping diagnose and resolve complex security and networking issues. You'll also develop documentation for incident resolutions, communicate with our Engineering team for product improvements, and mentor fellow engineers to enhance their troubleshooting skills.

To qualify for the Product Support Engineer III role at Zscaler, applicants should have at least 4 years of experience with a solid understanding of HTTP and TCP/IP, and familiarity with network transformation technologies. Preferred qualifications include knowledge of Internet security technologies and relevant vendor certifications like CCNA.

Zscaler cultivates a fast-paced and collaborative culture for the Product Support Engineer III role. Team members are encouraged to contribute to training programs, provide peer support, and actively engage in sharing knowledge, all within a diverse and inclusive workplace.

Zscaler stands out as an employer due to its commitment to innovation, inclusivity, and employee development. As a Product Support Engineer III, you'll have access to a supportive workplace, competitive benefits, and the opportunity to work with some of the best minds in the cybersecurity industry.

A typical day for a Product Support Engineer III at Zscaler involves troubleshooting customer queries through phone and email, working on incident documentation, collaborating with the Engineering team on product iterations, and mentoring less experienced engineers. It's a blend of customer interaction, technical problem-solving, and teamwork.

When answering this question, detail specific instances where you've resolved network problems, highlighting your understanding of protocols like TCP/IP. Discuss any tools you used for packet analysis and how your intervention improved client satisfaction.

Focus on your knowledge of security protocols and tools such as firewalls, VPNs, and secure web gateways. Provide examples of how you've utilized these technologies in past roles to enhance network security.

Discuss a systematic approach where you assess urgency and impact on the client. Explain how you balance quick fixes with complex issues, ensuring efficient resolution while maintaining high-quality service.

Share a specific example illustrating your mentorship approach. Highlight the skills you taught and the positive outcomes it had on the mentee's performance and confidence in handling technical challenges.

Demonstrate empathy and active listening in your response. Explain how you would acknowledge their issues, assure them of your commitment to resolution, and keep them informed throughout the troubleshooting process.

Emphasize the importance of thorough documentation for knowledge sharing and future reference. Discuss your method for ensuring clarity, accuracy, and comprehensiveness when creating entries in a technical database.

Explain your familiarity with tools like Wireshark or tcpdump, and share an instance where analyzing a packet capture led you to resolve a critical issue. Highlight your ability to interpret complex network data.

Share specific sources you utilize, such as industry blogs, webinars, and certifications. Discuss your proactive approach to continuous learning and how you implement new knowledge in practical scenarios.

Highlight the importance of feedback in refining products. Discuss how you would gather customer insights and relay them to the Engineering team to affect meaningful product improvements that address real user needs.

Articulate your passion for cybersecurity and the impact of cloud solutions. Mention Zscaler's innovative reputation and how you align with its mission to create secure business environments, which motivates you to be part of their team.