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Salary: USD 104,000 - 130,000 / annual
Zscaler is seeking a Technical Support Engineer to join its global Customer Success Organization. You will provide first-line technical support for complex security and network issues, working independently to debug problems and partnering with Engineering teams on customer troubleshooting and testing initiatives.
Key responsibilities include:
- Deliver phone and email consultation to independently resolve complex security and network problems
- Partner with Engineering teams to assist customers with testing and troubleshooting
- Document detailed incident resolutions in the technical support database to ensure solutions are actionable for customers and internal teams
- Develop and deliver ongoing training programs for the department and mentor other engineers on advanced troubleshooting, debugging, and case management
- Understand product direction and customer use cases to provide input on product and code changes throughout the product cycle
- Handle escalations with enterprise customers and stakeholders
You are a problem-solver energized by complex technical challenges, customer-obsessed with deep empathy for enterprise needs, and an owner who takes full accountability for case resolution. You collaborate effectively with engineering partners, mentor peers, and maintain composure under high-pressure customer escalations.
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 building an AI-native enterprise where human potential is amplified by machine intelligence.
Requirements:
- U.S. citizenship required due to the nature of customers assigned to this role
- 3+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP protocols
- Extensive experience analyzing packet captures and HAR traces to resolve connectivity, application, and network performance issues
- Detailed working knowledge of web-based security and network infrastructure, including Security Proxies (NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, Firewalls)
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions
- Experience handling escalations with enterprise customers and stakeholders
Preferred Qualifications:
- Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, API, SCIM, and ESXi
- Vendor certification such as CCNP, CompTIA Security+, or equivalent
- Hands-on experience with at least one public cloud platform (AWS, Azure, or GCP)
