Position: Senior Product Support Engineer- Network Security

Location: Dallas, Texas

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