[Hiring] Product Support Engineer @Zscaler

Role Description

We are looking for a Product Support Engineer to join our Customer Support department. This is a fully remote U.S. role, reporting to the Senior Manager, Customer Support.

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 end-to-end technical support for Zscaler products, troubleshooting complex security and networking issues with strong case ownership.
• Triage problems by gathering technical details, reviewing logs, and isolating root causes across SSL/TLS, DNS, SAML, and TCP/IP flows.
• Collect and analyze diagnostic artifacts, including packet captures and HAR traces, to identify misconfigurations or environmental factors.
• Partner with Engineering and senior resources to reproduce issues, share findings, and validate defect resolutions.
• Drive operational excellence by adhering to SLAs, maintaining high case hygiene, and documenting resolutions to improve team efficiency.

Qualifications

• U.S. citizenship is required for this position due to the nature of the assigned customer base.
• 3+ years of experience in technical support, network support, or a related customer-facing technical role.
• Working knowledge of network and web fundamentals, including TCP/IP, DNS, HTTP/S, and TLS/SSL.
• Proven experience troubleshooting identity and access flows such as SAML or OIDC in enterprise environments.
• Ability to capture and interpret troubleshooting data, such as packet captures and HAR files, and communicate findings clearly.

Requirements

• Experience supporting SD-WAN deployments, including policies, path selection, and performance troubleshooting.
• Technical familiarity with network security technologies such as NGFW, proxy/SWG, IPSec/SSL VPN, or ZTNA.
• Relevant industry certifications such as CCNA/CCNP, CompTIA Network+, or CompTIA Security+.

Benefits

• Various health plans.
• Time off plans for vacation and sick time.
• Parental leave options.
• Retirement options.
• Education reimbursement.
• In-office perks, and more!