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Zscaler is seeking a Senior Product Support Engineer to join its global Customer Success Organization. This remote role reports to the Manager of Product Support and focuses on delivering high-impact customer experiences while identifying innovative solutions for enterprise clients.
You will serve as a second-line technical resource, independently debugging complex security and network problems for customers. Key responsibilities include partnering with the Engineering team to assist customers with testing, troubleshooting, and reproducing issues; documenting incident resolutions in technical databases; and providing direct feedback to Engineering and Operations teams to drive product improvements.
Beyond reactive support, you will develop department training programs and mentor junior engineers on advanced troubleshooting and case management skills. You will also analyze customer use cases to provide strategic input on product and code changes throughout the development cycle, ensuring the platform evolves to meet real-world customer needs.
The ideal candidate brings 5+ years of hands-on experience troubleshooting SSL, SAML, HTTP, and TCP/IP protocols. You have proven expertise managing escalations with enterprise customers and stakeholders, and detailed working knowledge of web-based security and network infrastructure including NGFW, SSL/IPSec VPNs, and SD-WAN. You are comfortable analyzing packet captures and HAR traces to resolve connectivity and network performance issues.
Preferred qualifications include background in Internet and Security technologies (SWG, Sandboxing, PAC files, SCIM), relevant vendor certifications (CCNP, CompTIA Security+), and hands-on experience with public cloud environments (AWS, Azure, GCP). You must be a US citizen due to the nature of customers assigned to this role.
Zscaler values impact over activity, customer obsession, collaboration, and accountability. The company leverages AI and the world's largest security data lake to power its cloud-native Zero Trust Exchange platform, protecting customers from cyberattacks and data loss.
