Response Engineer

Customer Care Tokyo, Japan


Description

Position: Response Engineer

Location: Tokyo, Japan

Zscaler enables the world’s leading organizations to securely transform their networks and applications for a mobile and cloud-first world. Its flagship services, Zscaler Internet Access, and Zscaler Private Access create fast, secure connections between users and applications, regardless of device, location, or network. Zscaler services are 100% cloud-delivered and offer the simplicity, enhanced security, and improved user experience that traditional appliances are unable to match. Used in more than 185 countries, Zscaler operates the world’s largest cloud security platform, protecting thousands of enterprises and government agencies from cyber attacks and data loss. The Zscaler platform operates at a carrier-grade level– we process over 25 billion transactions a day in our cloud to protect our customers.  

The Response Engineer will report to the VP of Customer Care. The Response Engineer will provide world-class post-sales technical support directly to customers and partners on escalated issues that need higher levels of technical and communication attention. This role will provide longer-term support to escalated accounts that need daily and weekly get well calls until issues are resolved.

Responsibilities/What You’ll Do

  • Hold daily/weekly get-well calls with customers with escalated issues
  • 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 service 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 – Weekday shift work, the shift may vary, possible on-call
  • Other duties or projects, as assigned

Qualifications/Your Background

  • Proven escalation experience
  • Very strong verbal and written communication skills (English)
  • Bachelor of Science in Computer Science/Engineering or equivalently 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

What You Can Expect From Us

  • An environment where you will be working on cutting-edge technologies and architectures
  • A fun, passionate and collaborative workplace
  • Competitive salary and benefits, including equity
  • The pace and excitement of working for a Silicon Valley Unicorn

Why Zscaler?

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team.

Learn more at zscaler.com or follow us on Twitter @zscaler. Additional information about Zscaler (NASDAQ : ZS ) is available at http://www.zscaler.com.  All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.


#LI-SP2