Zscaler
We make it easy to secure your cloud transformation. Get fast, secure, and direct access to apps without appliances.
Product Support Engineer
Support EngineerSupport EngineerFull TimeRemoteTeam 5,001-10,000Since 2008H1B SponsorCompany SiteLinkedIn
Location
United States
Posted
3 days ago
Salary
$87.5K - $125K / year
Bachelor Degree3 yrs expEnglishDNSTcp/ip
Job Description
• 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
Job Requirements
- 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.
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
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