Technical Support Engineer

About Zscaler

Zscaler accelerates digital transformation to ensure our customers can be more agile efficient resilient and secure. As an AI-forward enterprise we are constantly pushing the envelope leveraging the worlds largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users devices and applications in any location.

Here impact in your role matters more than title and trust is built on results. We say impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive honest debatewere focused on getting to the best ideas faster. We build high-performing teams that can make an impact quickly and with high quality. To do this we are building a culture of execution centered on customer obsession collaboration ownership and accountability.

We value high-impact high-accountability with a sense of urgency where youre enabled to do your best work and embrace your potential. If youre driven by purpose thrive on solving complex challenges and want to be part of the team thats helping to secure the AI age we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

Role

We are looking for a Senior Technical Support Engineer to join our team. This is an on-site role based in Wroclaw reporting to the Manager Technical Support within the Support department. A Senior Technical Support Engineer serves as a high-level technical expert who resolves complex customer issues ensures the reliability and performance of Zscaler solutions. The roles overall impact is to strengthen customer trust reduce downtime and help customers achieve secure effective use of Zscalers cloud security platform.

What youll do (Role Expectations)

• Provide second line phone/email consultation to independently debug complex security/network problems
• Work with Engineering and assist the customer with testing or troubleshooting
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations team
• Create entries in our technical support online database to document any incident resolution that is not found in our knowledge base
• Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone

Who You Are (Success Profile)

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to whats needed navigating seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You seek out challenges because you are energized by finding solutions knowing that solving the hard problems delivers the biggest impact.
• You are a learner. You have a true growth mindset and never stop developing yourself actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.
• You are customer-obsessed. You build deep empathy for the customerboth internal and externaland anchor your decisions in solving their real-world problems. You champion their needs from start to finish knowing their success is our success.
• You are resilient and adaptable. You view change as an opportunity and setbacks as temporary. You maintain composure and focus in high-pressure situations guiding yourself and your team through complexity with a steady positive hand.

What Were Looking for (Minimum Qualifications)

• 1 years of experience with Networking
• Network transformation technologies such as MPLS SD-WAN or WAN Optimization
• The ability to read packet captures
• Troubleshooting knowledge design and implementation experience

What Will Make You Stand Out (Preferred Qualifications)

• A background in Internet and Security technologies such as SWG Sandboxing Firewalls DLP and VPNs
• A vendor certification such as CCNA or equivalent
• A detailed working knowledge of web based security and network infrastructure Security Proxies such as NGFW SSL/IPSec VPNs and Firewalls
  
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At Zscaler we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages including:

By applying for this role you adhere to applicable laws regulations and Zscaler policies including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race color religion sex (including pregnancy or related medical conditions) age national origin sexual orientation gender identity or expression genetic information disability status protected veteran status or any other characteristic protected by federal state or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal state and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled have long term conditions mental health conditions or sincerely held religious beliefs or who are neurodivergent or require pregnancy-related support.