Senior Product Support Engineer

Zscaler
United States
Workplace: RemoteFull timeUSD 108,500 - 155,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Problem-solving","Collaboration","Ownership","Bias for action","Learning mindset"]

Deliver second-line, hands-on support for complex security and network issues for enterprise customers. Triage, debug, and reproduce incidents by partnering with Engineering, document resolutions, and feed learnings back into product and operations. Mentor engineers with advanced troubleshooting practices, develop training programs, and analyze customer use cases to inform product/code improvements across the development cycle while providing expert, customer-focused experiences.

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FursaFursa
Zscaler
Zscaler
5 days ago

Senior Product Support Engineer

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Deliver second-line, hands-on support for complex security and network issues for enterprise customers. Triage, debug, and reproduce incidents by partnering with Engineering, document resolutions, and feed learnings back into product and operations. Mentor engineers with advanced troubleshooting practices, develop training programs, and analyze customer use cases to inform product/code improvements across the development cycle while providing expert, customer-focused experiences.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Provide independent second-line consultation to debug complex security and network problems.
  • •Partner with Engineering to test, troubleshoot, and reproduce customer issues.
  • •Document incident resolutions in technical databases and relay feedback to Engineering and Operations.
  • •Develop training programs and mentor engineers on advanced troubleshooting and case management.
  • •Analyze customer use cases and provide strategic input on product and code changes.

Pay and Benefits

Salary: USD 108,500 - 155,000 annually
Perks:Health InsurancePaid LeaveParental LeaveLearning Budget

Key Requirements

  • •5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP.
  • •In-depth knowledge of web-based security and network infrastructure including NGFW, SSL/IPSec VPNs, and SD-WAN.
  • •Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network performance issues.
  • •Proven experience managing escalations with enterprise customers and stakeholders.
  • •Ability to integrate AI tools into workflows and problem-solving.
Experience:5+ yearsEnterprise customersSecurityNetwork troubleshooting
Skills:Problem-solvingCollaborationOwnershipBias for actionLearning mindset
Certifications:CCNPCompTIA Security+
Languages:English
Tech Stack:SSLSAMLHTTPTCP/IPNGFWSSL/IPSec VPNsSD-WANPacket capturesHAR tracesSWGSandboxingPAC filesSCIMAWSAzureGCP

Eligibility

Nationality:US National

Company Brief

Zscaler
Provides cloud-native security platform delivering secure access, threat protection, and zero trust services to organizations, enabling secure internet and private application access without traditional network appliances.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2007
WebsiteLinkedIn