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The Zscaler Focal Support (FS) team is built around the proven concept of a small group (pod) of support engineers that are very technically competent and familiar with both the technology deployed by a customer and the people maintaining it. As a Focal Support Engineer you will earn the trust of your customers and deliver a superior support experience, being well positioned to respond faster and more effectively to any technical issues that might arise for customers under your care. A pod works in partnership with the assigned Technical Account Managers (TAMs) and account teams for a small number of customers to provide a personalized, high touch and extremely knowledgeable response to technical questions and problems. As an FS engineer, you will know your customer's history and will understand why certain features are being used and avoid recommendations that don't work in their environment or align with their roadmap. Unlike a regular front line support engineer, an FS engineer's ratings will bias on team performance over individual performance. Of course, individual performance is still important and providing deliverables like team technical training, on-call coverage and high CSAT scores will be part of an individual's annual review process. However the performance of the team represents the most important metrics and each FS engineer contributes to this in a very meaningful way. The pod is focused on continuously building customer trust in our product for mission critical infrastructure. You will be a valuable member of a high performance team delivering technical solutions to some of the largest enterprises in the world!
Manage, escalate, and drive satisfactory resolution of customers' technical, service and infrastructure issues based on Zscaler products and technologies. Manage implementation and consulting projects, where you would be expected to plan, schedule and implement Zscaler solutions (ZIA, ZPA, ZDX etc.) for customers or service providers. Help develop, drive implementation of and maintain best practices for effective operation of Zscaler products. Expected to own technical escalations from the region and drive them to resolution. Expected to assist on rare occasions when contacted by assigned Enterprise accounts for critical business impact P0/P1 escalations during non-operational hours. Create and facilitate communication channels between the account and product management/engineering teams in Zscaler. Proactively inform customers about cloud updates, upgrades and ensure necessary action to maintain availability and customer satisfaction. Provide on-site and virtual product training to assigned Enterprise accounts. Pro-actively develop and deliver notifications of new Zscaler products and technologies to assigned Enterprise accounts. Pro-actively monitor reporting and consumption information along with policy configurations of Zscaler technologies at customer sites and make on-going recommendations to enhance overall experience. Help develop and maintain content in both internal and customer-facing Knowledge Bases. Maintain intimate knowledge of all Zscaler products and services. Provide clear and constructive product feedback to Zscaler Product Management based on customer requirements to help shape the future of the platform.
Zscaler is looking for a highly technical staff security researcher with significant experience in threat detection engineering. This position needs to have a deep understanding of emerging threats, security technologies, a knack for problem-solving, and a creative approach to create innovative threat detection solutions. Analyze zscaler product telemetry and hunt for threats at scale through in-depth log analysis and malware behavior. The results will be used to develop innovative tools to automate further threat hunting, produce technical threat analytics reports, and publish research blogs. Responsibilities: Collaborate with threat-hunting operations and drive product innovation in threat detection. Drive positive threat hunting service outcomes through cross-functional collaboration with other functional teams, across threat hunting, data engineering etc. Perform threat modeling, design and build effective threat detection rules and models to help shorten the mean time to respond. Responsible for analyzing advanced threats & TTPs and creating effective detections allowing threat hunters to successfully find the needle from the haystack. Responsible for the development and design of signals which can automatically highlight emerging threats. Analyze malware and threat attacks for patterns and develop automated solutions for analysis, classification, and categorization of data for further automation. Create innovative security solutions and strategies to support threat alerting pipeline allowing Threat Hunters to quickly identify and remediate potential security threats. Work with global threat intelligence collectors to identify, contextualize, and instrument current and emerging cyber threats. Actively participate in the cyber security community, establishing relationships and knowledge sharing. Develop security-focused tools and services in support of intelligence, detection, and response.
