Staff Sustaining Software Engineer - Networking Technologies

About Zscaler

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances.

Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

Job Description

1. Work closely with the global customer support team to debug complex security/network problems reported by Zscaler customers.
2. Interface with Engineers and assist the customer with testing or troubleshooting.
3. Reproduce customer issues to verify problems and provide feedback to global support team.
4. Prepare (RCA) root cause analysis for an ongoing issue to accurately document an incident.
5. Prepare knowledge base and help articles for documenting the known issue resolution that is not found in our knowledge base.
6. Assist in developing ongoing training programs for the Global support teams.

Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.

1. Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.
2. Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.
3. Other duties as assigned.

Qualifications

1. Minimum 8 years experience working as Support Engineer/ Sr. Support Engineer supporting networking or desktop and web security products.
2. 5+ years software engineering experience, with emphasis in C/C++ networking-based applications on Windows, Mac, IOS, Android or Linux Operating Systems.
3. Understanding of Layer 3 and higher networking technologies - IP/TCP/HTTP/SSL protocols.
4. Experience with operating systems such as Windows, Mac, iOS.
5. Experience troubleshooting network issues and familiarity with the necessary tools (Ping, Traceroute, MTR, Packet captures, etc).
6. Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc.
7. Working Knowledge of networking and security products and enterprise Network Infrastructure.

Familiarity With

1. Network Protocol Analyzers (tcpdump, Wireshark).
2. Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS).
3. Authentication systems such as SSO, LDAP, MS AD, etc.
4. VPN technologies such as IPSec and VPN clients.
5. Scripting knowledge (SHELL, Python, Perl) would be appreciated.

Bachelor of Science in Computer Science/Engineering or an equivalent advanced industry certification.

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range

$129,500 — $185,000 USD

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 proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration 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 characteristics 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. For additional information about the federal requirements, click here.

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.