Senior Technical Support Engineer

About Zscaler

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.

What you’ll do (Role Expectations)

• 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

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.

• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.

• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.

• You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We’re Looking for (Minimum Qualifications)

• 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

What Will Make You Stand Out (Preferred Qualifications)

• 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