RoleWe are looking for a Technical Support Engineer to join our team. This is a Remote role, reporting to the Senior Manager, Customer Support in the Product Support department. At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.
What you'll do (Role Expectations)- Provide first line phone/email consultation to independently debug complex security/network problems
- Partner with Engineering and assist customers with testing or troubleshooting
- Document detailed entries for incident resolutions in the technical support database to ensure solutions are actionable for customers and the internal team
- Help develop ongoing training programs for the department and mentor other engineers on advanced troubleshooting, debugging, and case management skills
- Understand product direction and customer use cases to provide input on product and code changes through all points of the product cycle
Who You Are (Success Profile)- You are a problem-solver who is energized by finding solutions to complex technical challenges and delivering high-impact outcomes.
- You are customer-obsessed, building deep empathy for enterprise customer needs and anchoring every action in solving real-world issues.
- You act like an owner with a strong bias for action, taking full accountability for case resolution and team skill development.
- You are a high-trust collaborator who works effectively with engineering partners and mentors peers to elevate team performance.
- You are resilient and adaptable, maintaining composure and clear focus when managing high-pressure customer escalations.
What We're Looking for (Minimum Qualifications)- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
- U.S. citizenship required for this position due to the nature of the customers assigned to this role
- 3+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP, with extensive experience analyzing packet captures and HAR traces to resolve connectivity, application, and network performance issues
- Detailed working knowledge of web-based security and network infrastructure, Security Proxies, such as NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and Firewalls
- Experience handling escalations with enterprise customers and stakeholders
What Will Make You Stand Out (Preferred Qualifications)- Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, API, SCIM, and ESXi
- Vendor certification such as CCNP, CompTIA Security+, or equivalent
- Hands-on experience with at least one public cloud platform (AWS, Azure, or GCP)
#LI-remote #LI-IA1
Zscaler's salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.
The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.
Base Pay Range
$104,000-$130,000 USD
Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
Learn more about Zscaler's hybrid working model and benefits here.
