Senior Technical Support Engineer

Zscaler is a pioneer and global leader in zero trust security, seeking a Senior Technical Support Engineer to join their Customer Support department. The role involves providing expert support to customers, troubleshooting complex security and network issues, and collaborating with engineering teams to enhance product performance.

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