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Zscaler

Product Support Engineer II - DLP

🌎

Bangalore, IND

13h ago
👀 2 views
📥 0 clicked apply

Job Description

Remote

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) 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. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

 

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making. We're responsible for facilitating smooth transitions during organizational change efforts that promote employee adoption. You'll be an integral part of solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs.

We're looking for an experienced DLP Engineer to join our Customer Success team. Reporting to the Product Support Manager. you'll be responsible for:

  • Technical Support: Provide Level II technical support for DLP solutions, including incident resolution, troubleshooting, and root cause analysis.
  • Customer Assistance: Assist customers with DLP-related issues via phone, email, and remote sessions, ensuring timely and effective resolution.
  • Case Management: Manage and prioritize support cases, ensuring SLAs are met and customer satisfaction is maintained while resolving the customers’ issues.
  • Documentation: Maintain detailed documentation of support activities, including case notes, troubleshooting steps, and resolutions.
  • Knowledge Base: Contribute to the development and maintenance of a knowledge base, including creating and updating technical articles and FAQs.
  • Collaboration: Work closely with support engineers across Zscaler TAC teams and other stakeholders to resolve complex issues and improve DLP solutions.
  • Compliance: Ensure all support activities comply with internal policies and industry regulations related to data protection and privacy.

What We're Looking for (Minimum Qualifications)

  • Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
  • Experience: Minimum of 3-5 years of experience in technical support, with at least 2 years focused on DLP/CASB solutions.
    • Proficiency in DLP technologies and tools (e.g., Symantec DLP, McAfee DLP, Forcepoint DLP, etc.).
    • Strong understanding of data protection principles and practices.
    • Experience with network security, endpoint security, and cloud security.
    • Familiarity with incident response and threat management.
    • Problem Solving
    • Excellent analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.
    • Communication
    • Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
    • Customer Service
    • Demonstrated ability to provide exceptional customer service and maintain positive customer relationships. Open to work in a 24x7 global support environment.

What Will Make You Stand Out (Preferred Qualifications)

  • Certifications: Relevant certifications (CompTIA Security+, DLP vendor certifications) are a plus.
  • Team Player: Ability to work effectively in a team environment and collaborate with colleagues and stakeholders.
  • Attention to Detail: Strong attention to detail and commitment to accuracy and quality.
  • Adaptability: Ability to adapt to changing technologies and stay current with industry trends and best practices.

 

At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

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!

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.

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