Technical Support Engineer

Zscaler
United States
Workplace: RemoteFull timeUSD 104,000 - 130,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Problem-solving","Customer obsession","Ownership","Collaboration","Resilience"]

Provide first-line phone/email support to independently debug complex security and network problems for enterprise customers. Partner with Engineering to test and troubleshoot issues, document incident resolutions in the technical support database, and help build training and mentor engineers on advanced debugging and case management. Understand product direction and customer use cases to contribute feedback on product and code changes across the product lifecycle.

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FursaFursa
Zscaler
Zscaler
2 days ago

Technical Support Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Provide first-line phone/email support to independently debug complex security and network problems for enterprise customers. Partner with Engineering to test and troubleshoot issues, document incident resolutions in the technical support database, and help build training and mentor engineers on advanced debugging and case management. Understand product direction and customer use cases to contribute feedback on product and code changes across the product lifecycle.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide first-line phone/email consultation to debug complex security/network problems independently.
  • •Partner with Engineering to assist customers with testing and troubleshooting.
  • •Document detailed incident resolution entries in the technical support database.
  • •Develop training programs for the department and mentor other engineers on advanced troubleshooting and case management.
  • •Provide input on product and code changes by understanding product direction and customer use cases across the product cycle.

Pay and Benefits

Salary: USD 104,000 - 130,000 annually
Perks:Health InsurancePaid LeaveParental LeaveLearning Budget

Key Requirements

  • •3+ years troubleshooting SSL, SAML, HTTP, and TCP/IP, with 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, including security proxies like NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and firewalls.
  • •Experience handling escalations with enterprise customers and stakeholders.
  • •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.
Experience:3+ yearsCybersecurityNetworkingEnterprise support
Skills:Problem-solvingCustomer obsessionOwnershipCollaborationResilience
Certifications:CCNPCompTIA Security+
Tech Stack:AI/MLSSLSAMLHTTPTCP/IPPacket capturesHAR tracesWeb-based securitySecurity ProxiesNGFWIPSSSL/IPSec VPNDLPSD-WANGRE tunnelsIP SLA monitoringFirewallsIncident resolutionCase managementSWG

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