Support Engineer Zscaler (m/f/d)

As a support engineer focusing on Zscaler, you are the first point of contact for our customers with technical questions and problems related to our Zscaler products and services Technical support: You process incoming requests and troubleshooting messages via various channels (telephone, email, ticket system) and solve them independently or in cooperation with internal and external experts Error analysis and troubleshooting: You analyze complex technical problems in Zscaler environments, identify the causes and develop effective solutions to minimize downtime Documentation: You’ll create and advise technical documentation, knowledge-based articles and best practices to expand our internal knowledge and support customers in self-help Customer communication: You communicate proactively and solution-oriented with our customers, keep them updated about the status of their inquiries and ensure high customer satisfaction Cooperation: You work closely with our Solution Engineers, development teams and the Zscaler to escalate complex problems and find sustainable solutions Continuous improvement: You actively contribute to the further development of our support processes and tools and provide feedback on product optimization Monitoring and Proactive Maintenance: You support monitoring our Zscaler infrastructures and perform proactive maintenance work to identify and resolve potential problems at an early stage

We are looking for a service-oriented and technically versed personality with a strong understanding of network security and Zscaler technologies Complete training in the IT field (e.g. specialist informatics/in system integration) or a completed study of computer science, economic informatics or a comparable technical qualification First professional experience in technical support or as a system administrator with focus on network security Knowledge of the Zscaler product range, especially Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA). First certifications (e.g. ZCCA, ZCCP) are a plus point Good understanding of network protocols (TCP/IP, HTTP/S, DNS, VPN), firewalls, proxy and common authentication mechanisms (SAML, OAuth, LDAP) Experience in handling ticket systems (e.g. Jira Service Desk, ServiceNow) and monitoring tools Impressed problem solving capabilities and a systematic approach to error analysis Strong communication skills in German and English, both oral and written, with the ability to explain technical facts in a comprehensible manner High customer and service orientation, paired with patience and empathy Team skills, initiative and the willingness to continue training