Product Support Engineer III

About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise , we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate —we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession , collaboration, ownership, and accountability.

We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

Role We are looking for an experienced Product Support Engineer III to join our Global Customer Support team based in Bangalore, reporting to the Snr Manager, Product Support. You will be an important contributor to solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs. You will collaborate to identify solutions using data and industry trend analysis, providing valuable insights for strategic decision-making and facilitating smooth transitions during organizational change efforts.

What You’ll Do (Role Expectations)

• Provide second line phone and email consultation to independently debug complex security and network problems
• Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems and provide actionable feedback
• Create detailed entries in our technical support online database to document incident resolutions that are not currently found in our knowledge base
• Analyze product direction and customer use-cases to contribute to product and code changes through all points of the product cycle
• Facilitate smooth transitions during organizational change efforts that promote employee adoption and operational efficiency

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We’re Looking For (Minimum Qualifications)

• Bachelor’s Degree in Computer Science, Engineering, or a related technical field
• 6-8 years of experience in a support organization handling high-priority P0 and P1 cases for cloud-based services
• Hands-on experience configuring and troubleshooting cloud networking infrastructure including AWS (VPCs, Direct Connect) and Azure (VNets, ExpressRoute)
• Proven ability to manage cloud security via NSGs, firewall rules, and NACLs while utilizing IaC tools like Terraform or CloudFormation for automation
• Strong verbal and written communication skills with the ability to engage at both a business and technical level with partners and executives

What Will Make You Stand Out (Preferred Qualifications)

• Practical knowledge of GCP networking combined with expertise in Web Proxy, SSL inspection, and Zero Trust principles (ZIA/ZPA)
• Advanced administration skills for Linux and Windows Server environments, including Azure Virtual Desktop and Citrix
• Hands-on experience with platform-native monitoring tools like AWS CloudWatch, Azure Monitor, and Log Analytics for incident resolution

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.

Benefits 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 Future of Work strategy, 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 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 characteristic 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.

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.