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Salary: USD 108,500 - 155,000 / annual
Zscaler is seeking a Senior Product Support Engineer to join its global Customer Success Organization. Reporting to the Director of Product Support, you will deliver high-impact technical support experiences and identify innovative solutions for enterprise customers using the Zscaler Zero Trust Exchange platform—a cloud-based security solution protecting thousands of organizations globally.
In this role, you will provide second-line technical consultation, independently debugging complex security and network problems for enterprise clients. You will partner closely with the Engineering team to assist customers with testing, troubleshooting, and reproducing issues to verify problems and accelerate resolution. You will document incident resolutions in technical databases and provide direct feedback to Engineering and Operations teams to drive continuous improvement.
Beyond day-to-day support, you will develop department training programs and mentor junior engineers on advanced troubleshooting and case management skills. You will analyze customer use-cases to provide strategic input on product and code changes throughout the development cycle, serving as a bridge between customer needs and product evolution.
The ideal candidate thrives in ambiguity, owns objectives with a bias for action, and is energized by solving hard problems. You are a high-trust collaborator with a growth mindset, comfortable navigating between high-level strategy and hands-on technical execution. You actively seek feedback and are committed to continuous learning.
Zscaler is a NASDAQ-listed company pioneering security transformation in the AI era, with a distributed platform across 200+ global data centers. The company emphasizes ownership, collaboration, trust through outcomes, and a challenge culture with ongoing feedback.
**Requirements:**
- U.S. citizenship required due to the nature of 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
- Demonstrated curiosity and active exploration of AI tools, with proven history of integrating new technologies to enhance workflows and problem-solving
**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
