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Zscaler is seeking an L3 Support Engineer to join the Customer Success team, supporting strategic federal customers in Australia. This is a hybrid role reporting to the Senior Manager, Product Support.
You will handle complex technical issues escalated from L1 and L2 support teams, troubleshooting product, network, deployment, and configuration-related issues in secure and compliance-sensitive environments. Your responsibilities include:
- Managing complex technical escalations for federal customers
- Troubleshooting and resolving product, network, deployment, and configuration issues
- Working directly with customers through case handling, troubleshooting calls, and remote sessions
- Performing detailed log analysis, traffic analysis, and root cause investigation
- Collaborating with Engineering and Product teams on defects, feature gaps, and product improvements
You will need strong technical troubleshooting skills, sound judgment, and the ability to manage complex escalations. You should thrive in ambiguity, act with ownership, solve problems with focus, collaborate at high trust, and maintain a growth mindset.
Zscaler's Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications. The company is NASDAQ-listed and operates the world's largest in-line cloud security platform, distributed across 200+ public data centers globally.
REQUIREMENTS:
- Australian citizenship and eligibility to undergo NV2 security clearance
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions
- Strong understanding of networking fundamentals (TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, VPN, routing, firewall concepts)
- Strong troubleshooting skills in enterprise network and security environments
- Experience in technical support, product support, or escalation support roles with ability to analyze logs, packet captures, browser traces, and endpoint behavior
PREFERRED QUALIFICATIONS:
- Experience leveraging AI-powered diagnostic and troubleshooting tools for root-cause analysis and escalation management
- Knowledge of Zscaler products (ZIA, ZPA, ZDX, or related cloud security solutions)
- Experience with Wireshark, browser developer tools, log analyzers, and ticketing systems
