Technical Support Engineer

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Role

We 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