Description
Zscaler is looking for a Senior Technical Support Engineer to join its team. This hybrid role, reporting to the Senior Manager, Product Support in the Customer Success department, involves supporting strategic federal customers. The ideal candidate will have strong technical troubleshooting skills, sound judgment, and the ability to manage complex escalations in secure and compliance-sensitive environments.
Responsibilities:
- Handle complex technical issues escalated from L1 and L2 support teams for federal customers
- Troubleshoot and resolve product, network, deployment, and configuration-related issues
- Work directly with customers through case handling, troubleshooting calls, and remote sessions
- Perform detailed log analysis, traffic analysis, and root cause investigation
- Collaborate with Engineering and Product teams on defects, feature gaps, and product improvements
Requirements:
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions
- Australian citizenship and eligibility to undergo an NV2 security clearance
- Strong understanding of networking fundamentals, including TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, VPN, routing, and firewall concepts
- Strong troubleshooting skills in enterprise network and security environments
- Experience in technical support, product support, or escalation support roles with ability to analyze logs, packet captures, browser traces, and endpoint behavior
Benefits:
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!