Senior Product Support Engineer
Zscaler•Kilgore, TX
•$108,500 - $155,000•Remote
About The Position
We are looking for a Senior Product Support Engineer to join our team. This is a Remote role reporting to the Manager, Product 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
- Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
- U.S. citizenship is required for this position due to the nature of the customers assigned to this role
- 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP
- Proven experience managing escalations with enterprise customers and stakeholders
- Detailed working knowledge of web-based security and network infrastructure, including NGFW, SSL/IPSec VPNs, and SD-WAN
- Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network performance issues
Nice To Haves
- Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, and SCIM
- Relevant vendor certifications such as CCNP or CompTIA Security+
- Hands-on experience with public cloud environments including AWS, Azure, or GCP
Responsibilities
- Provide second line consultation to independently debug complex security and network problems
- Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems
- Document incident resolutions in technical databases and provide direct feedback to Engineering and Operations teams
- Develop department training programs and mentor engineers on advanced troubleshooting and case management skills
- Analyze customer use-cases to provide strategic input on product and code changes throughout the development cycle
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
