Provides Tier III support for complex security and network issues, coordinating with customers and product, engineering, and escalation teams to reproduce, troubleshoot, and resolve problems.
About this role
This Senior Focal Support Engineer sits in Zscaler’s Customer Success Organization and reports to the Manager of Product Support. The team provides hands-on customer support from implementation onward; this role focuses on Tier III focal support for complex security and network issues. The engineer independently diagnoses and resolves customer issues, sharing progress and resolutions by phone and email. They work with Product, Engineering, and Escalation teams on customer testing and troubleshooting, reproduce reported problems, and provide findings to Engineering and Operations. Applicants need 7+ years of experience in technical support or a related technical field, a university degree in IT, Computer Science, or a related field, proficiency in troubleshooting and debugging, and direct customer experience. Minimum qualifications also include foundational understanding of AI/ML and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within the candidate’s functional domain.
This is an AI-generated summary of the employer's original posting — details can be incomplete, out of date or simply wrong. Always confirm everything on the official posting before applying.
Similar jobs
Supports Japan customers after purchase by guiding Zero Trust Exchange adoption, aligning strategies, coordinating escalations, and developing best-practice materials.
Manage a Product Support team, set goals, coach staff, lead technical customer engagements, and resolve complex web-security and network issues.
Review online content and comments, answer customers by email and gather service-improvement information for hololive’s audience-facing services.
Lead customer success for LEEEP, supporting major e-commerce clients while designing KPIs, health scores, scalable processes, member development, customer communities, and AI-enabled CS operations.
Handles customer inquiries for a support service, coordinates with internal teams and partners, and improves operations, KPIs, and BPO delivery while developing into a team leader.