About the job
About Zscaler
Zscaler is at the forefront of digital transformation, empowering our customers to be agile, efficient, resilient, and secure. As a pioneering AI-driven enterprise, we continually innovate by harnessing the power of the world’s largest security data lake to enhance our cloud-native Zero Trust Exchange platform. This cutting-edge technology safeguards our clients against cyber threats and data breaches by securely connecting users, devices, and applications across all locations.
At Zscaler, we prioritize impact over title, fostering a culture of trust built on results. We encourage innovators who leverage AI to maximize their effectiveness, thriving in an environment that uses intelligent systems to stay ahead of evolving security challenges. We embrace transparency and value constructive, honest debate to reach the best solutions swiftly. Our high-performing teams are dedicated to making a significant impact quickly and with excellence. We cultivate a culture focused on customer obsession, collaboration, ownership, and accountability.
If you are driven by a sense of purpose, excel at solving intricate problems, and wish to contribute to securing the AI era, we invite you to join Zscaler and help shape the future of cybersecurity.
We are seeking a Senior Designated Support Engineer III to join our team in a hybrid model based in Bangalore or Mohali, reporting to the Manager of Global Focal Support in our Support department. In this role, you will provide the highest level of technical support within the TAC, resolving the most complex and critical issues escalated from Level I and Level II support engineers.
What You Will Do (Role Expectations)
- Deliver second-line phone/email consultation to independently troubleshoot complex security and networking issues.
- Collaborate with Engineering to assist customers with testing and troubleshooting needs.
- Replicate customer issues to validate problems and provide feedback to Engineering and Operations teams.
- Document incident resolutions in our technical support database, ensuring accurate records for issues not covered in our knowledge base.
- Understand product direction and customer use cases, contributing insights on product and code modifications throughout the product lifecycle.
