Senior Product Support Engineer

Zscaler

1h•Remote

About The Position

Zscaler is seeking a Senior Product Support Engineer for its global Customer Success Organization. This remote role provides high-impact, hands-on support to customers and helps them achieve their goals and make full use of Zscaler technology. The position independently investigates complex security and network issues, partners with Engineering to reproduce and verify problems, and contributes customer insights to product development. It also develops training programs and mentors engineers in advanced troubleshooting and case management.

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 due to the nature of the customers assigned to this role.
At least 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 and independently debug complex security and network problems.
Partner with Engineering to help customers test, troubleshoot, and reproduce 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 and provide strategic input on product and code changes throughout the development cycle.