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 Focal Senior Technical 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
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
Preferred Qualifications:
- Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet captures and general diagnostics
Experience with Internet protocols including HTTP and its proxies, SMTP, DNS, LDAP, and FTP
Experience with open source system administration (Windows, Linux, FreeBSD) and the proficiency to read packet captures using Wireshark
#LI-Hybrid
At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.
Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
Learn more about Zscaler's hybrid working model and benefits here.
By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.
Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.
Pay Transparency
Zscaler complies with all applicable federal, state, and local pay transparency rules.
Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.
Skills Required
- 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
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions
- Experience with enterprise networks and infrastructure, TCP/IP, packet captures, and general diagnostics
- Experience with HTTP, proxies, SMTP, DNS, LDAP, and FTP
- Experience with Windows, Linux, or FreeBSD system administration
- Proficiency reading packet captures using Wireshark
- Ability to leverage AI technologies and workflows to improve operational efficiency
Zscaler Compensation & Benefits Highlights
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Healthcare Strength — Coverage spans multiple medical plans with prescription and mental-health programs (Lyra, Telus EAP, Calm) and family-oriented support. Feedback suggests the healthcare is generally considered good, with options such as Anthem/HSA noted.
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Equity Value & Accessibility — Eligible employees can receive RSUs, and an ESPP offers at least a 15% discount on company stock. Feedback suggests these equity programs are viewed as meaningful components of total compensation.
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Leave & Time Off Breadth — Salaried employees have flexible/unlimited time off alongside other paid leaves. Feedback suggests the flexibility is valued, even though comfort taking time can depend on team norms.
Zscaler Insights
What We Do
Zscaler accelerates digital transformation so our customers can be more agile, efficient, resilient, and secure. Our cloud native Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
Why Work With Us
Our impact comes from how we work—every day, in every decision, as one team. Our values and leadership principles are more than words; they're our operating system. They fuel a culture of execution where trust, transparency, and accountability help us deliver meaningful results for our customers, colleagues, and our company. www.zscaler.com/culture
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Zscaler Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
