Senior Product Support - SSL, Https, Firewall

As a Senior Product Support Engineer at Zscaler, your main responsibilities include providing second-line consultation to debug complex security and network issues via phone and email. You'll collaborate with the Engineering team to test and troubleshoot problems, document fixing processes in our technical database, and mentor junior engineers in case management skills.

To qualify for the Senior Product Support position at Zscaler, candidates should have 5+ years of experience troubleshooting SSL, HTTP, and TCP/IP. A solid understanding of network transformation technologies, the ability to read packet captures, and experience with public cloud platforms like AWS or Azure are also essential.

Zscaler stands out as an attractive workplace for a Senior Product Support Engineer due to its innovative work environment, commitment to diversity, and an employee-centric culture. The company emphasizes professional growth and development, providing opportunities to advance your career while contributing to impactful projects within a supportive team.

At Zscaler, as a Senior Product Support Engineer, you will not only receive ongoing training programs but also take on the mentorship role for junior engineers. This includes sharing your expertise in advanced troubleshooting and case management skills, fostering a strong sense of community and collaborative learning.

Zscaler is deeply committed to diversity and inclusion, actively promoting a workplace culture where every individual feels valued and heard. The company recognizes that diverse teams drive innovation and improves productivity, making it a central tenet of their hiring and operational strategies.

When troubleshooting SSL and HTTP issues, I start by gathering as much information as possible from the user, understanding their environment and the specific problems they are facing. From there, I will analyze logs and packet captures to pinpoint where the issues may lie, followed by testing various scenarios to reproduce the problem.

I have over 5 years of experience working with TCP/IP in various settings, including network design and troubleshooting. My background includes hands-on experience with technologies like MPLS and SD-WAN, enabling me to understand the implications of network changes on security applications.

I stay updated with the latest security trends by following industry-leading blogs, participating in webinars, and attending conferences. Also, I am actively involved in professional forums where I can exchange knowledge and experience with peers in the field.

Good documentation in technical support should include a clear description of the problem, step-by-step resolution instructions, any testing or troubleshooting performed, and the final outcome. It's essential to keep this documentation accessible so it can assist other team members facing similar issues.

One memorable challenge involved an SSL certificate issue that was causing service disruptions for a major client. By meticulously reviewing the certificate configuration and adjusting the intermediate certificate chain, I successfully resolved the issue, restoring their connectivity and ensuring their business operations resumed smoothly.

I prioritize support requests by first assessing the impact and urgency of each issue. Critical issues affecting business operations typically take precedence, and I ensure to communicate effectively with all customers, outlining expected timelines and updates throughout the resolution process.

Collaboration is crucial in my support strategy. Working closely with the Engineering team to address complex issues not only expedites problem resolution but also helps to identify possible product enhancements based on user feedback, which benefits everyone involved.

Yes, I have trained new team members by providing them with comprehensive onboarding sessions that included hands-on troubleshooting exercises and scenarios. I believe in a mentorship approach, where new members can ask questions freely and gain real-world insights alongside theoretical knowledge.

I commonly use tools such as Wireshark and tcpdump for network analysis, as they provide invaluable insights into packet captures and help identify inconsistencies in network traffic that may indicate security or configuration issues.

I want to work for Zscaler because of its commitment to innovation in the security space and its customer-centric approach. I've always admired how Zscaler empowers organizations to navigate the complexities of digital transformation securely, and I would be thrilled to contribute to that mission.