Technical Support Engineer

Role 

We are looking for a Technical Support Engineer to join our team. This is a Remote role, reporting to the Senior Manager, Customer Support in the Product Support department. At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.

What you’ll do (Role Expectations)

• Provide first line phone/email consultation to independently debug complex security/network problems
• Partner with Engineering and assist customers with testing or troubleshooting
• Document detailed entries for incident resolutions in the technical support database to ensure solutions are actionable for customers and the internal team
• Help develop ongoing training programs for the department and mentor other engineers on advanced troubleshooting, debugging, and case management skills
• Understand product direction and customer use cases to provide input on product and code changes through all points of the product cycle

Who You Are (Success Profile)

• You are a problem-solver who is energized by finding solutions to complex technical challenges and delivering high-impact outcomes.
• You are customer-obsessed, building deep empathy for enterprise customer needs and anchoring every action in solving real-world issues.
• You act like an owner with a strong bias for action, taking full accountability for case resolution and team skill development.
• You are a high-trust collaborator who works effectively with engineering partners and mentors peers to elevate team performance.
• You are resilient and adaptable, maintaining composure and clear focus when managing high-pressure customer escalations.

What We’re Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• U.S. citizenship required for this position due to the nature of the customers assigned to this role
• 3+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP, with 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, Security Proxies, such as NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and Firewalls
• Experience handling escalations with enterprise customers and stakeholders

What Will Make You Stand Out (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)

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