Senior Product Support Engineer - Remote Eligible

Senior Product Support Engineer

Serving thousands of enterprise customers around the world including 45% of Fortune 500 companies, Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world's largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform, which is found in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler.

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.

We're looking for an experienced Senior Product Support Engineer to join our Customer Support team, reporting to our Senior Manager, Customer Support. In this position, you will:

• Provide second line phone/email consultation to independently debug complex security/network problems.
• Partner with Engineering and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to the Engineering and Operations team. Part of this requires creating entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base.
• Help develop ongoing training programs for the department and be a mentor to other engineers on advanced troubleshooting, debugging and case management skills.
• Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle.

What We're Looking For (Minimum Qualifications)

• 5+ years of experience troubleshooting SSL, SAML, HTTP and TCP/IP
• Experience handling escalations with enterprise customers and stakeholders.
• 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
• Extensive experience analyzing packet captures and HAR traces to troubleshoot connectivity, application, and network performance issues
• Advanced written and verbal communication in English

What Will Make You Stand Out (Preferred Qualifications)

• A background in Internet and Security technologies such as SWG, Sandboxing, PAC files, API, SCIM, ESXi
• A vendor certification such as CCNP, CompTIA Security + or equivalent of it
• Hands-on Experience on at least one public cloud(AWS/Azure/GCP)

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 $105,000 - $150,000 USD

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

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!

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws.