Senior Technical Support Engineer

Zscaler is a pioneer and global leader in zero trust security, seeking a Senior Technical Support Engineer to deliver high-impact experiences for customers. The role involves debugging complex security and network problems, collaborating with engineering teams, and mentoring engineers on troubleshooting skills.

Responsibilities:

• Provide second line consultation to independently debug complex security and network problems via phone and email
• 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

Requirements:

• 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
• 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