Zscaler hiring Senior Product Support - Cloud Connector (Cloud, TCP/IP) in San Jose, California, United States | LinkedIn (2024)

About ZscalerZscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances.

Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

Job Description (US CITIZEN REQUIRED)An opportunity to join a world-class team made up of some of the most prominent names in security.

You’ll be provided with the best support, learning, and access to expertise in the marketplace to help resolve customer issues.

You would be part of the Customer Services organization. In this role you will provide world-class post-sales technical support directly to customers and partners.

Your responsibilities are to provide phone/email consultation to independently debug complex security/network problems. You will interface with Engineering and assist the customer with testing or troubleshooting. Your experience consulting for enterprise customers alongside your technical expertise on solving complex issues will give you the skills you need to build a highly successful career within a high growth organization.

What You Can Expect During Our Extensive Onboarding ProgramZscaler is committed to your successful onboarding and ongoing professional development. Here’s what you can expect during your first 90 days:

Within 30 Days

• Become familiar with Zscaler’s products and messaging and understand how we do things
• Obtain certifications on ZIA administrator courses
• Develop hands-on knowledge and experience with the Zscaler cloud platform and products
• Attend the Product bootcamps to learn our products and technology in depth
• Shadow fellow Support Engineers with their troubleshooting session

Within 60 Days

• Advanced bootcamp on the Zscaler technologies
• Gain the ability to configure Zscaler technologies to meet customers’ requirements
• Start to engage with customers and help them resolve problems

Within 90 Days

• Start solving complex problems and helping customers implement best practices
• Start sharing best practices with your peers
• Start working cross functionally with engineering, operations and TAM teams.
• Gain confidence and readiness to understand and assist with the most complex issues that Zscaler customers might face

QualificationsIdeally, You’ll Have:

• Good understanding of HTTP and TCP/IP
• Network transformation technologies such as MPLS, SD-WAN or WAN Optimization.
• The ability to read packet captures
• Troubleshooting knowledge, design and implementation experience
• Hands-on Experience on at least one public cloud(AWS/Azure/GCP)
• Exposure/Experience using Terraform

It would be considered an advantage, if you as well have some of the following:

• A background in Internet and Security technologies such as SWG, Sandboxing, Firewalls, DLP, and VPNs
• A vendor certification such as CCNA or equivalent of it
• A detailed working knowledge of web based security and network infrastructure, Security Proxies, such as NGFW, SSL/IPSec VPNs, and Firewalls

Your Responsibilities As a Product Support Engineer

• Provide second line phone/email consultation to independently debug complex security/network problems.
• Interface with Engineering and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations team.
• Create entries in our technical support on-line database to accurately document any incident resolution that is not found in our knowledge base.
• Assist in developing on-going training programs for the department.
• Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.
• Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.
• Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.
• Other duties as assigned

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range

$105,000 — $150,000 USD

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here .

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.