Senior Focal Support Engineer

Job Description

Senior Focal Support Engineer | Zscaler

The Tone:
This is a full-time role at Zscaler, located in Tokyo (Hybrid). Zscaler provides a Zero Trust Exchange platform that secures users, devices, and applications by connecting them through a large cloud security network. This role is crucial within the Customer Success Organization, focusing on delivering high-impact support and expert solutions to ensure customers fully utilize Zscaler’s technology to achieve their goals. The team is dedicated to understanding customer needs through data and research, providing hands-on support from implementation onward.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – Tokyo

• Team: Product Support within the Customer Success Organization, reporting to the Manager of Product Support
• Mission: This role solves complex security and network issues for customers, ensuring they fully leverage Zscaler’s technology to achieve their objectives.
• Tech Stack: TCP/IP, HTTP, SMTP, DNS, LDAP, FTP, Windows, Linux, FreeBSD, Wireshark

What You’ll Actually Do
• Support: Provide Tier III focal support via phone and email to independently diagnose and resolve complex security and network issues.
• Communication: Communicate regularly with assigned customers and pods, providing updates on progress and resolutions.
• Collaboration: Partner with the Product, Engineering, and Escalation teams to assist customers with testing or troubleshooting efforts.
• Reproduction: Reproduce customer issues to verify problems and provide detailed feedback to the Engineering and Operations teams.

The Must-Haves
• Background: University degree in IT, Computer Science, or a related field, with a foundational understanding of AI/ML technologies, for a Senior-level technical support role.
• Experience: 7+ years of experience in technical support or a related technical field, including experience leveraging AI-driven solutions to optimize outcomes within a functional domain.
• Skills: Proficiency in troubleshooting, debugging, and working directly with customers; an in-depth understanding of enterprise networks, TCP/IP (including reading packet captures), and Internet protocols such as HTTP (and its proxies), SMTP, DNS, LDAP, and FTP.
• Bonus: Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency, and experience with open source system administration (Windows, Linux, FreeBSD) and proficiency in reading packet captures using Wireshark.