Focal Support Engineer - Firewalls, Proxies

Summary:

The Zscaler Focal Support (FS) team is built around the proven concept of a small group (pod) of support engineers that are very technically competent and familiar with both the technology deployed by a customer and the people maintaining it. As a Focal Support Engineer you will earn the trust of your customers and deliver a superior support experience, being well positioned to respond faster and more effectively to any technical issues that might arise for customers under your care. A pod works in partnership with the assigned Technical Account Managers (TAMs) and account teams for a small number of customers to provide a personalized, high touch and extremely knowledgeable response to technical questions and problems. As an FS engineer, you will know your customer's history and will understand why certain features are being used and avoid recommendations that don't work in their environment or align with their roadmap. Unlike a regular front line support engineer, an FS engineer's ratings will bias on team performance over individual performance. Of course, individual performance is still important and providing deliverables like team technical training, on-call coverage and high CSAT scores will be part of an individual's annual review process. However the performance of the team represents the most important metrics and each FS engineer contributes to this in a very meaningful way. The pod is focused on continuously building customer trust in our product for mission critical infrastructure. You will be a valuable member of a high performance team delivering technical solutions to some of the largest enterprises in the world!

Skills:

• Bachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications.

• 5+ years of support and networking experienced required

• network troubleshooting, including use of Wireshark, trace route, MTR and similar tools to identify devices between the source and destination and do fault isolation to identify packet loss, session resets, MTU changes and other performance related aspects of traffic flows.

• General firewalls and packet filtering experience and troubleshooting

• a strong understanding of common network and application protocols and behaviors to facilitate troubleshooting unexpected behaviors.

• HTTP/HTTPS troubleshooting via browsers (performance and errors)

• IPv4, IPv6, routing, DNS, load balancing, proxies, and other layer 2-4 concepts

• Authentication systems such as LDAP, MS AD etc

• Microsoft Windows, MacOS and Linux systems and general troubleshooting

• PAC files and proxies

• GRE and IPSec tunnel troubleshooting

• Very strong verbal and written communication skills (English)

• Working knowledge of networking and security products and enterprise network infrastructure.

• Zscaler Experience a plus

Responsibilities/What you'll do

• You will be responsible for taking cases opened by the customers assigned to your pod and working them to a resolution that satisfies the customer's business needs. Your customers need to develop trust in your abilities and your focus on their issues. You need to understand their business requirements, priorities and limitations to help provide better solutions that will be resilient and last.

• The team has an on-call rotation that monitors issues that may be opened over a weekend. You will be strongly encouraged to participate in this on-call rotation, although it is voluntary. This is compensated separately from the regular salaried work and is not in place of your regular salaried work.

• You will work with the other team members in your pod to ensure that cases are worked on continuously (as appropriate). This includes things like replication of an issue to recreate the problem or error and then test potential workarounds, assessing viability of that workaround within the customer's expectations and limits.

• You will be working with the product team/Engineering or the Escalation team to open bug reports for issues that are verified to be code defects. We use Jira to track these issues. Opening "good bugs" is critical to rapid resolution of customer issues.

• You will be expected to expand and grow your knowledge and share your newfound knowledge with others in support.

• You will be working closely with the same people at your assigned customers, good communication skills and an open and sharing attitude are essential! You are expected to keep you customers up to date regularly.

• Monitor for issues that impact multiple customers reducing duplicate efforts and providing consistent answers and updates to your customers when and where appropriate.

• Working with TAM and CSM teams to ensure your customers are getting the best experience and value from our products