Focal Support Engineer

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Job Description:

We are looking for a Senior Focal Support Engineer to join our team in Tokyo, reporting to the Manager of Product Support within the Customer Success Organization. 
Our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions.
We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential.

Responsibilities:

• Provide Tier III focal support over phone and email to independently diagnose and resolve complex security and network issues.

• Communicate with assigned customers and pods to keep them updated on progress and resolutions.

• Partner with the Product, Engineering, and Escalation teams to assist customers with testing or troubleshooting efforts

• Reproduce customer issues to verify problems and provide feedback to the Engineering and Operations teams

Minimum Qualifications:

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain

• 7+ 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