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About the Role
The Senior Product Support Engineer will join the Customer Success Organization in Tokyo to provide expert, hands-on support. This role involves debugging complex security and network issues, partnering with Engineering, and ensuring customers successfully leverage Zscaler's technology.
Responsibilities
- Provide phone and email consultation to independently debug complex security and network problems for Tier III support
- Partner with Engineering to assist customers with testing or troubleshooting efforts
- Reproduce customer issues to verify problems and provide feedback to the Engineering and Operations teams
Requirements
- 4+ years of experience in technical support or a related technical field
- University degree in IT, Computer Science, or a related field
- Proficiency in troubleshooting, debugging, and working directly with customers
Skills
- Enterprise networks and infrastructure
- TCP/IP
- Packet capture analysis
- Internet protocols (HTTP, proxies, SMTP, DNS, LDAP, FTP)
- Open source system administration (Windows, Linux, FreeBSD)
- Wireshark
Location
- Tokyo
Work Type
- Hybrid
Experience Level
- 4+ years
Education Level
- University degree in IT, Computer Science, or a related field
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks
About the Company
- Zscaler accelerates digital transformation to ensure customers are agile, efficient, resilient, and secure.
- An AI-forward enterprise leveraging a large security data lake to power the cloud-native Zero Trust Exchange platform.
Equal Opportunity
- Zscaler is committed to providing equal employment opportunities to all individuals without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by law.