Senior Product Support Engineer

Zscaler is a publicly traded cybersecurity company whose Zero Trust Exchange platform protects thousands of organizations from cyberattacks and data loss by securely connecting users, devices, and applications across more than 200 global data centers and thousands of edge locations. The company serves enterprise customers worldwide and is building an AI-native security practice designed to amplify human expertise with machine intelligence.

Zscaler's Customer Success Organization is growing rapidly as organizations prioritize zero trust architecture and cloud-native security. The company values deep customer focus, collaborative problem-solving, and a culture where team members challenge each other to improve continuously. With a commitment to human potential amplified by artificial intelligence, Zscaler is reshaping how enterprises approach security transformation.

We're hiring a Senior Product Support Engineer to join our support team in a fully remote role within the United States. You'll report to the Director of Product Support and work as part of our global Customer Success Organization, delivering high-impact technical guidance and helping customers realize the full potential of our platform.

What you'll do

• Provide advanced second-line technical consultation, independently diagnosing complex security and network issues across the Zero Trust Exchange platform

• Collaborate with Engineering teams to help customers test, troubleshoot, and reproduce issues, verifying root causes and validating fixes

• Document incident resolutions and technical findings in internal systems, providing detailed feedback to Engineering and Operations to inform product improvements

• Build and deliver training programs for support engineers, coaching the team on advanced troubleshooting techniques and best practices for case management

• Analyze customer deployments and use cases to offer strategic input on product roadmap decisions and code enhancements throughout development cycles

What you'll bring

• At least five years of hands-on experience troubleshooting SSL, SAML, HTTP, and TCP/IP protocols in production environments

• Proven track record managing complex escalations with enterprise customers and executive stakeholders

• Deep working knowledge of web security and network infrastructure, including next-generation firewalls, SSL/IPSec VPNs, and software-defined WAN

• Strong capability analyzing packet captures and HAR traces to resolve connectivity and performance issues

• Comfort with ambiguity and a bias toward action, thriving in dynamic environments where you build solutions as you discover challenges

• Demonstrated curiosity about AI tools and a history of integrating new technologies into your daily work and problem-solving approach

• U.S. citizenship is required for this role

Nice to have

• Background in Internet and Security technologies such as Secure Web Gateway, sandboxing, PAC files, and SCIM

• Vendor certifications including CCNP or CompTIA Security+

• Hands-on experience with AWS, Azure, or Google Cloud Platform

What they offer

• Base salary range of $108,500 to $155,000 USD annually, plus potential commission, bonus, and equity

• Comprehensive health plans, vacation and sick time, parental leave, retirement options, and education reimbursement

• Hybrid working flexibility and in-office perks