Technical Support Engineer
Zscaler · Remote - USA
About this role
**Zscaler — Technical Support Engineer (Remote)** **About the Role** We’re 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. **Role Expectations (What You’ll Do)** - Provide **first-line phone/email consultation** to independently debug complex **security/network** problems - Partner with **Engineering** and assist customers with **testing** and **troubleshooting** - Document detailed **incident resolution** entries in the technical support database so solutions are actionable for customers and internal teams - Help develop **ongoing training programs** and mentor engineers on advanced troubleshooting, debugging, and case management - Understand product direction and customer use cases to provide input on **product and code changes** across the product lifecycle **Success Profile (Who You Are)** - A **problem-solver** energized by complex technical challenges and high-impact outcomes - **Customer-obsessed**, with strong empathy for enterprise needs and a focus on real-world issue resolution - An **owner** with a bias for action—accountable for case resolution and team skill development - A **high-trust collaborator** who works effectively with engineering partners and mentors peers - **Resilient and adaptable**, maintaining composure during high-pressure customer escalations **Minimum Qualifications (What We’re Looking For)** - Foundational understanding of **AI/ML technologies** and experience leveraging/securing/positioning AI-driven solutions to optimize outcomes - **U.S. citizenship required** due to the nature of the customers assigned to this role - **3+ years** 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, including **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 **Preferred Qualifications (What Will Make You Stand Out)** - 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**) **Additional Notes** - **#LI-remote #LI-IA1** - Zscaler’s salary ranges are benchmarked by role and level; the posting reflects the minimum and maximum target for new hire salaries across all US locations (may vary based on factors such as skills, experience, and education). **Benefits (Highlights)** - Various health plans - Time off plans (vacation and sick time) - Parental leave options - Retirement options - Education reimbursement - In-office perks and more **Equal Opportunity** Zscaler is committed to equal employment opportunity and provides reasonable accommodations during the recruiting process.
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