Product Support Engineer

Zscaler

2h•$104,000 - $130,000•Remote

About The Position

Zscaler is seeking a Product Support Engineer to join its Product Support department. This remote role reports to the Senior Manager, Customer Support. The position is part of the global Customer Success Organization, which provides hands-on customer support from implementation onward, helping customers achieve their goals and get the most from Zscaler technology. The Product Support Engineer provides first-line phone and email consultation to diagnose complex security and networking issues, partners with Engineering to support customer testing and troubleshooting, and documents incident resolutions. The role also contributes to department training, mentors other engineers, and provides input on product and code changes throughout the product lifecycle.

Requirements

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes in the functional domain.
U.S. citizenship is required due to the nature of the customers assigned to this role.
At least 3 years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP.
Extensive experience analyzing packet captures and HAR traces to resolve connectivity, application, and network performance issues.
Detailed working knowledge of web-based security and network infrastructure, including security proxies, NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and firewalls.
Experience handling escalations with enterprise customers and stakeholders.

Nice To Haves

Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency.
Background in Internet and security technologies such as SWG, sandboxing, PAC files, API, SCIM, and ESXi.
Vendor certification such as CCNP, CompTIA Security+, or equivalent.
Hands-on experience with at least one public cloud platform: AWS, Azure, or GCP.

Responsibilities

Provide first-line phone and email consultation to independently debug complex security and network problems.
Partner with Engineering and assist customers with testing or troubleshooting.
Document detailed incident-resolution entries in the technical support database so solutions are actionable for customers and internal teams.
Help develop ongoing department training programs and mentor engineers on advanced troubleshooting, debugging, and case management.
Understand product direction and customer use cases, and provide input on product and code changes throughout the product cycle.