Staff Product Support - SSL, Https, Federal

As a Staff Product Support Engineer at Zscaler, you will take on significant responsibilities, including providing second-line phone and email consultation to debug complex security issues. You will collaborate with the Engineering team to assist customers through testing and troubleshooting processes. Additionally, you will reproduce customer issues to verify problems, document incident resolutions in our technical support database, and mentor other engineers in advanced troubleshooting and case management skills.

To qualify for the Staff Product Support Engineer role at Zscaler, candidates should have 7+ years of experience in troubleshooting SSL, HTTP, and TCP/IP, alongside familiarity with network transformation technologies such as MPLS, SD-WAN, or WAN Optimization. Experience with reading packet captures, hands-on engagement with at least one public cloud (AWS, Azure, or GCP), and a solid understanding of web-based security are essential. Certifications like CCNA are preferred but not mandatory.

At Zscaler, you will not only use your expertise to provide exceptional customer support but also engage in continuous professional development. The company promotes ongoing training programs where you will enhance your technical skills and also take on mentorship roles to help other engineers develop their troubleshooting abilities. This creates a collaborative environment focused on growth and knowledge sharing.

A Staff Product Support Engineer at Zscaler will work with various technologies focusing on security and network infrastructure. Key tools include security proxies, firewalls, DLP systems, and VPNs, as well as technologies related to cloud services. Familiarity with Terraform is also beneficial. Your role will involve utilizing these tools to efficiently solve customer challenges and contribute to product improvements.

Zscaler provides a competitive benefits package to its Staff Product Support Engineers, reflecting a commitment to employee well-being. This includes various health plans, time off for vacation and sick days, parental leave options, and retirement plans. Additionally, Zscaler offers education reimbursement and various in-office perks, ensuring a supportive environment for staff during different life stages.

In answering this question, highlight your systematic approach: start by gathering detailed information from the customer, analyze logs and packet captures to identify anomalies, and collaborate with the Engineering team for deeper insights. Demonstrating your critical thinking skills and technical knowledge will be crucial.

Provide a specific example where you collaborated with engineers to troubleshoot and resolve a significant issue, emphasizing communication, teamwork, and the outcomes of your collaborative efforts. Showcasing your ability to bridge gaps will display your capability as a Staff Product Support Engineer.

Discuss your hands-on experience with public cloud environments such as AWS, Azure, or GCP. Share an instance where you utilized this knowledge to troubleshoot issues effectively, showcasing your familiarity with cloud security considerations and how it impacts customer solutions.

Mention specific resources you utilize to stay informed, such as industry blogs, webinars, and certifications. Discuss how being proactive in learning helps you provide better support and stay ahead in your role within Zscaler.

Identify a specific challenge such as dealing with complex security issues and explain your strategy for mitigating these challenges. Highlight any experience where you successfully navigated similar situations and how it led to customer satisfaction.

Explain the importance of thorough documentation and detail the steps you would take to ensure clarity and accessibility. Mention using knowledge bases or ticketing systems and how this practice contributes to team efficiency.

Outline your approach to empathizing with the customer, actively listening to their concerns, and assuring them that you will do everything possible to resolve their issue. Communication skills are vital here, so emphasize your focus on keeping the customer informed throughout the resolution process.

Highlight the significance of mentorship in fostering team growth and knowledge transfer. Discuss your approach to mentoring and the value it brings not just to the team, but also to your own professional development.

Discuss the tools you find most effective for troubleshooting, such as network analyzers, logging tools, or ticketing systems. Emphasize how utilizing the right technology can significantly enhance support efficiency and problem resolution.

Explain your method for triaging issues based on severity and customer impact. Share any tools or techniques you employ to manage time effectively while ensuring high-quality support is delivered.