Product Support Engineer

Zscaler

7d•Remote

About The Position

Zscaler is a pioneer and global leader in zero trust security. The world’s largest businesses, critical infrastructure organizations, and government agencies rely on Zscaler to secure users, branches, applications, data & devices, and to accelerate digital transformation initiatives. Distributed across more than 160 data centers globally, the Zscaler Zero Trust Exchange platform combined with advanced AI combats billions of cyber threats and policy violations every day and unlocks productivity gains for modern enterprises by reducing costs and complexity. Here, impact in your role matters more than title and trust is built on results. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership and accountability. We champion an “AI Forward, People First” philosophy to help us accelerate and innovate, empowering our people to embrace their potential. If you’re driven by purpose, thrive on solving complex challenges and want to make a positive difference on a global scale, we invite you to bring your talents to Zscaler to help shape the future of cybersecurity. We are looking for a Product Support Engineer to join our Customer Support department. This is a fully remote U.S. role, reporting to the Senior Manager, Customer Support. As part of our global Customer Success Organization, you will be dedicated to delivering high-impact experiences and identifying innovative solutions for our customers. You will leverage data and research to provide expert, hands-on support, ensuring clients achieve their goals and utilize our technology to its fullest potential.

Requirements

U.S. citizenship is required for this position due to the nature of the assigned customer base
3+ years of experience in technical support, network support, or a related customer-facing technical role
Working knowledge of network and web fundamentals, including TCP/IP, DNS, HTTP/S, and TLS/SSL
Proven experience troubleshooting identity and access flows such as SAML or OIDC in enterprise environments
Ability to capture and interpret troubleshooting data, such as packet captures and HAR files, and communicate findings clearly

Nice To Haves

Experience supporting SD-WAN deployments, including policies, path selection, and performance troubleshooting
Technical familiarity with network security technologies such as NGFW, proxy/SWG, IPSec/SSL VPN, or ZTNA
Relevant industry certifications such as CCNA/CCNP, CompTIA Network+, or CompTIA Security+

Responsibilities

Provide end-to-end technical support for Zscaler products, troubleshooting complex security and networking issues with strong case ownership
Triage problems by gathering technical details, reviewing logs, and isolating root causes across SSL/TLS, DNS, SAML, and TCP/IP flows
Collect and analyze diagnostic artifacts, including packet captures and HAR traces, to identify misconfigurations or environmental factors
Partner with Engineering and senior resources to reproduce issues, share findings, and validate defect resolutions
Drive operational excellence by adhering to SLAs, maintaining high case hygiene, and documenting resolutions to improve team efficiency