Job
Description
Greetings from the worlds number one cloud security company, Zscaler !
We are looking for Product Support Engineer II to join the Zscaler team.
Location: Mumbai/Bangalore/Pune
Shift: Night shift
Responsibilities
Product Focus for this role is towards deception technology (Honeypots):
Provide second line phone/email consultation to independently debug complex computing 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 teams
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
Requirements
Minimum 2-3 years experience working as Support Engineer supporting security products.
Experience with operating systems such as Windows, Linux, and FreeBSD.
Experience troubleshooting network, active directory and endpoint issues and familiarity with the necessary tools. (Debug logs, Ping, Traceroute, etc)
Expert knowledge of protocols such as HTTP, SSL/TLS, TCP, DNS, Syslog etc.
Working Knowledge of networking and security products and enterprise Network Infrastructure.
Familiarity with:
Network Protocol Analyzers (tcpdump, Wireshark)
Network Security (SSL/TLS, Firewall, Proxies, IDS/IPS)
Hypervisors (VMware ESXi, Microsoft HyperV, KVM)
Microsoft Active Directory
Scripting knowledge (PowerShell, SHELL, Python) would be appreciated
Qualifications
Bachelor of Science in Computer Science/Engineering or an equivalent advanced industry
certifications.
Mumbai, Pune, Bangalore/Bengaluru