[Hiring] Senior Product Support Engineer @Zscaler

Role Description

We are looking for a Senior Product Support Engineer to join our team. This is a Remote role reporting to the Manager, Product 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 second line consultation to independently debug complex security and network problems.
• Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems.
• Document incident resolutions in technical databases and provide direct feedback to Engineering and Operations teams.
• Develop department training programs and mentor engineers on advanced troubleshooting and case management skills.
• Analyze customer use-cases to provide strategic input on product and code changes throughout the development cycle.

Qualifications

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving.
• U.S. citizenship is required for this position due to the nature of the 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.

Requirements

• 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.

Benefits

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