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Staff Product Support Engineer

Staff Product Support Engineer at Zscaler, Tokyo, debug security issues.
Zscaler
Hybrid
On-Site
Japan
Undisclosed salary
Job Description
Zscaler, a leading cloud security company, is seeking a Staff Product Support Engineer to join their Product Support team. This role is based in Tokyo and reports to the Manager of Product Support. The ideal candidate will provide expert consultation to debug complex security and network problems, working closely with Engineering and customers to resolve issues.

Responsibilities:
  • Providing phone/email consultation to independently debug complex security/network problems for Tier III support
  • Working with Engineering and assisting the customer with testing or troubleshooting
  • Reproducing customer issues to verify problems and providing feedback to the Engineering and Operations team

Requirements:
  • 7+ years of experience in technical support or a related area
  • Minimum university degree in IT, or related field
  • Proficient in troubleshooting, debugging, and working directly with customers
  • In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet captures and general diagnostics
  • Experience with Internet protocols: HTTP, and its proxies, SMTP, DNS, LDAP, and FTP
  • Experience with open source system administration: Windows, Linux, FreeBSD and the ability to read packet captures (Wireshark)

Zscaler offers:
  • Various health plans
  • Time off plans for vacation and sick time
  • Parental leave options
  • Retirement options
  • Education reimbursement
  • In-office perks
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