Product Support Engineer

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+