Senior Focal Support Engineer

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed acros...

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments ...

We are looking for a Senior Focal Support Engineer to join our team in Tokyo, reporting to the Manager of Product Support within the Customer Success Organization.

Provide Tier III focal support over phone and email to independently diagnose and resolve complex security and network issues.
Communicate with assigned customers and pods to keep them updated on progress and resolutions.
Partner with the Product, Engineering, and Escalation teams to assist customers with testing or troubleshooting efforts
Reproduce customer issues to verify problems and provide feedback to the Engineering and Operations teams

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
7+ years of experience in technical support or a related technical field
University degree in IT, Computer Science, or a related field
Proficiency in troubleshooting, debugging, and working directly with customers
Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet captures and general diagnostics
Experience with Internet protocols including HTTP and its proxies, SMTP, DNS, LDAP, and FTP
Experience with open source system administration (Windows, Linux, FreeBSD) and the proficiency to read packet captures using Wireshark

#LI-Hybrid
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:
Various health plans
Time off plans for vacation and sick time
Parental leave options
Retirement options
Education reimbursement
In-office perks, and more!
Learn more about Zscaler's hybrid working model and benefits here.
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