Product Support Engineer III

Overview

Product Support Engineer III is 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. The role is hybrid, based in Bangalore, and reports to the Senior Manager, Product Support within the Support department.

What you'll do

• Provide second line phone/email consultation to independently debug complex security/network problems
• Interface with Engineering and assist the customer with testing or troubleshooting
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
• Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base
• Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle

What you'll need

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
• Minimum 6-year experience working as Support Engineer / Sr. Support Engineer supporting networking or web security products
• Experience with operating systems such as Linux, Unix, and FreeBSD
• Experience troubleshooting network issues and familiarity with the necessary tools (Ping, Traceroute, MTR etc)
• Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS etc
• Familiarity with Network Protocol Analyzers (tcpdump, Wireshark)
• Familiarity with Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
• Familiarity with authentication systems (LDAP, MS AD) and VPN technologies (IPSec)
• Familiarity with scripting (SHELL, Python, Perl)

Nice to have

• Demonstrated ability to leverage AI technologies and workflows to drive measurable operational efficiency
• Hands-on experience with Zscaler products
• Network Security related certifications

Details

• Location: Bangalore, India
• Work mode: Hybrid
• Reports to the Senior Manager, Product Support