Designated Support Engineer II · Mohali

Zscaler is a cloud security company providing Zero Trust and cloud-native security solutions for enterprise customers globally.

Key Responsibilities

• Provide advanced technical support for enterprise customers.
• Troubleshoot complex networking and cloud security issues.
• Investigate customer incidents and drive timely resolution.
• Work with engineering teams to resolve product-related problems.
• Analyze logs, network traces, and diagnostic data.
• Support customers through email, phone, and remote sessions.
• Document technical issues, root causes, and resolution steps.
• Manage escalations and maintain high customer satisfaction.
• Assist with deployment, configuration, and optimization activities.
• Monitor support metrics and ensure SLA compliance.
• Contribute to knowledge base articles and technical documentation.
• Stay updated on cybersecurity and cloud networking technologies.