Technical Support Response Engineer

Full Time
Raleigh, NC
Areas of Interest: Incident Response
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Zscaler is revolutionizing internet security with the industry’s first Security as a Service platform. As the most innovative firm in the $35 billion security market, Zscaler is used by more than 5,000 leading organizations, including 50 of the Fortune 500. Zscaler ensures that more than 13 million users worldwide are protected against cyber attacks and data breaches while staying fully compliant with corporate policies.

Zscaler is growing extremely fast and recently raised over $100M from TPG and Google Capital to accelerate growth. This provides an incredible career path and growth opportunities for ambitious people that strive for excellence. If you’re looking to work in a fun and fast-paced environment that rewards unique thought and execution, then Zscaler could be a great opportunity.

We are looking for a passionate Strategic Response Engineer to provide world-class post-sales technical support directly to customers and partners, and manage our escalated issues that require the highest levels of technical and communicative attention. This role will work specifically with those large premium support accounts which need long-term engagement and support.


  • Hold daily/weekly/monthly calls with a designated set of large premium customers
  • 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
  • Limited travel – typically only for company training or meetings
  • Hours – Normal business hours, some after hours.weekend work possible
  • Other duties or projects, as assigned


  • Proven support escalation experience
  • Very strong verbal and written communication skills (English)
  • Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
  • Minimum 3 years experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products  
  • Working knowledge of networking and security products and enterprise network infrastructure.
  • Zscaler Experience a plus
  • Required knowledge and experience
  • Networking Experience - VPN technologies such as IPSec and VPN clients
  • 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
  • Knowledge of protocols such as HTTP, SMTP, FTP, DNS
  • Working knowledge of Apache and IIS Web Server administration
  • Scripting knowledge (SHELL, Python, Perl) – not required, a plus

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Zscaler is revolutionizing internet security with the industry’s first Security as a Service platform. Zscaler protects more than 15 million users in 185 countries, scanning 30 billion requests and blocking 100 million threats a day, all in the cloud. Zscaler delivers unified, carrier-grade internet security, next generation firewall, web security, sandboxing/advanced persistent threat (APT) protection, data loss prevention, SSL inspection, traffic shaping, policy management and threat intelligence—all without the need for on-premise hardware, appliances or software.

Cloud Internet Security Advanced Persistent Threat (APT) protectionData Loss Prevention SSL Inspection Next Generation Firewall Cloud Application Visibility & Control Bandwidth Management Malware Analysis and Protection Cloud Sandboxing Security Research
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Company Industry: Computer & Network Security
Company Type: Privately Held
Company Size: 501-1000
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