Senior Product Support Engineer
Hybrid · Tokyo, Tokyo, Japan
Job Summary
Senior Product Support Engineer role focused on delivering high-impact, hands-on support for security and network problems. You will provide phone and email consultation to independently debug complex security and network issues for Tier III support, partner with Engineering to assist customers with testing or troubleshooting efforts, and reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams. The position requires deep understanding of enterprise networks and protocols (TCP/IP, HTTP, SMTP, DNS, LDAP, FTP), experience with open-source system administration (Windows, Linux, FreeBSD) and the ability to read packet captures using Wireshark. A university degree in IT or Computer Science and 4+ years of relevant experience are expected. The role emphasizes ownership, problem-solving, collaboration, and a growth mindset, with a hybrid work model in Tokyo as part of Zscaler’s global Customer Success organization.
Required Qualifications
- 4+ 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
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