Zscaler is a pioneer and global leader in zero trust security, seeking a Product Support Engineer to join their Customer Support department. The role involves delivering high-impact experiences for customers by providing expert technical support and troubleshooting complex security and networking issues.
Responsibilities:
- 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
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
- Experience supporting SD-WAN deployments, including policies, path selection, and performance troubleshooting
- Technical familiarity with network security technologies such as NGFW, proxy/SWG, IPSec/SSL VPN, or ZTNA
- Relevant industry certifications such as CCNA/CCNP, CompTIA Network+, or CompTIA Security+