Zscaler – Senior Engineer (L2)
Location: Hyderabad
Experience: 2+ years in Technical Assistance Center (TAC) / Technical Support
Job Summary
We are looking for a Senior Engineer – L2 with strong experience in networking and network security troubleshooting. The candidate should have 2+ years of TAC/technical support experience and be comfortable troubleshooting complex enterprise networking and security issues.
The role requires strong knowledge of TCP/IP, DNS, HTTP/HTTPS, VPN, SSL/TLS, firewalls, proxies and packet analysis, along with excellent client communication skills.
Key Responsibilities
Provide L2 technical support to enterprise customers and technical stakeholders.
Troubleshoot and resolve complex networking and network security issues.
Own customer issues from initial reporting through resolution.
Gather required technical information, analyze symptoms, identify root cause and provide effective solutions.
Work closely with L2/L3 technical teams for complex issues and escalations.
Meet defined SLA requirements, including response and resolution timelines.
Communicate clearly with customers regarding issue status, troubleshooting progress and expected resolution timelines.
Research, document and maintain detailed records of technical issues and resolutions.
Collaborate with technical support teams on escalations and strategic technical projects.
Maintain a robust customer-focused approach with empathy, ownership and attention to detail.
Be willing to work in 24×7 rotational shifts supporting global customers.
Mandatory Technical SkillsNetworking & Network Security
Strong knowledge of TCP/IP and networking fundamentals.
Understanding of TCP headers and TCP flags.
Strong understanding of:
SSL/TLS
VPN
IPsec
GRE
Firewalls
IDS/IPS
Knowledge of HTTP/HTTPS, SMTP, FTP, DNS and DHCP.
Hands-on network troubleshooting using:
Ping
Traceroute
MTR
Experience with packet/network analysis tools such as:
Wireshark
tcpdump
Fiddler
Proxy & Authentication
Basic understanding o