Senior Product Support Engineer

Zscaler · Tokyo, JPN · hybrid We are looking for a Senior Product Support Engineer to join our team in Tokyo, reporting to the Manager of Product Support within the Customer Success Organization. The role involves providing phone and email consultation to independently debug complex security and network problems for Tier III support, partnering with Engineering to assist customers with testing or troubleshooting efforts, and reproducing customer issues to verify problems and provide feedback to the Engineering and Operations teams. To be successful in this role, you should thrive in ambiguity, act like an owner, be a problem-solver, a high-trust collaborator, and a learner. You should have a foundational understanding of AI/ML technologies, 4+ years of experience in technical support or a related technical field, a university degree in IT, Computer Science, or a related field, and proficiency in troubleshooting, debugging, and working directly with customers. Preferred qualifications include in-depth understanding of enterprise networks and infrastructure, TCP/IP, experience with Internet protocols, open source system administration, and the ability to leverage AI technologies and workflows to drive measurable operational efficiency. Zscaler offers comprehensive and inclusive benefits to meet the diverse needs of its employees and their families, including various health plans, time off plans, parental leave options, retirement options, education reimbursement, and in-office perks.