Listing Description
Position: Senior Product Support Engineer- Network Security
Location: Raleigh, NC
We are currently seeking a Senior Product Support Engineer to join our growing Customer Care Organization. In this role you will provide world-class post-sales technical support directly to customers and partners, and manage escalated issues that require the highest levels of technical and communicative attention. This role will work specifically with those accounts which need longer-term support and more frequent check ins.
Responsibilities/What You’ll Do:
- Hold daily/weekly get-well calls with customers with escalated issues
- Engage with customers on escalated support issues or critical customer situations
- Provide expert systems design, recommendations, and configurations
- Perform in-depth diagnostics and troubleshooting using networking tools
- Assist customers with testing or troubleshooting of networking or cloud service issues
- Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
- Maintain ticket database, logging issues and customer interactions
- Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert
Qualifications
- 5+ years of support and networking experienced required
- Bachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications.
- Proven experience escalating technical customer issues
- Very strong verbal and written communication skills (English)
- Working knowledge of networking and security products and enterprise network infrastructure.
- Zscaler Experience a plus
- Excellent customer facing communication skills
- Strong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers
- Experience with web technologies including HTTP, SSL
- Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
- Authentication systems such as LDAP, MS AD etc
- Knowledge of protocols such as HTTP, SMTP, FTP, DNS
- Experience with operating systems such as Linux, Unix and Free BSD
- Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
- Working knowledge of Apache and IIS Web Server administration
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Listing Details
- Citizenship: Not Provided
- Incentives: Not Provided
- Education: Not Provided
- Travel: Not Provided
- Telework: Not Provided