Senior Technical Support Engineer

Zscaler

5h•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 Senior Product Support Engineer. This is a fully remote U.S. role with a preference for candidates based on the West Coast, reporting to the Senior Manager, Customer Support in the Customer Support department. 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 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 via phone and email
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