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!
ABOUT THE JOB
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
- Earn the trust of your customers and deliver a superior support experience.
- Respond faster and more effectively to technical issues that might arise for customers under your care.
- Work in partnership with the assigned Technical Account Managers (TAMs) and account teams to provide a personalized, high touch and extremely knowledgeable response to technical questions and problems.
- Understand customer's history and feature usage to provide tailored recommendations.
- Contribute to team performance metrics and participate in team technical training, on-call coverage, and achieving high CSAT scores.
QUALIFICATIONS
- Bachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications.
- 5+ years of support and networking experience.
- Experience with network troubleshooting tools such as Wireshark, trace route, MTR.
- Knowledge of general firewalls, packet filtering, and common network/application protocols.
- Experience with HTTP/HTTPS troubleshooting, IPv4, IPv6, routing, DNS, load balancing, proxies, and other layer 2-4 concepts.
- Familiarity with authentication systems such as LDAP, MS AD.
- Proficiency in Microsoft Windows, MacOS, and Linux systems troubleshooting.
- Experience with PAC files, proxies, GRE, and IPSec tunnel troubleshooting.
- Very strong verbal and written communication skills in English.
ELIGIBLE SERVICE BRANCHES
All Services
PROGRAM COST
0
OTHER
There's not cost to the intern