Description:

Zscaler is seeking an experienced Senior Product Support Engineer to join their Customer Success team in a remote position within the United States.
The role involves providing second-line phone and email consultations by independently troubleshooting complex security and network issues.
The engineer will collaborate with Engineering to assist customers with testing and troubleshooting activities.
Responsibilities include reproducing customer-reported issues to verify problems and offering actionable feedback to Engineering and Operations teams.
The engineer will document new incident resolutions in the technical support online database when not already covered in the knowledge base.
The position also requires contributing to team development by mentoring peers, developing training programs, and fostering a supportive, collaborative work environment.

Requirements:

U.S. citizenship is required due to the nature of the customers assigned to this role.
A minimum of 5 years of experience troubleshooting SSL, HTTP, and TCP/IP is necessary.
Experience with network transformation technologies such as MPLS, SD-WAN, or WAN Optimization is required.
The candidate must have the ability to read packet captures.
Hands-on experience with at least one public cloud platform (AWS, Azure, or GCP) is essential.

Zscaler offers various health plans to support employee well-being.
Time off plans for vacation and sick time are provided to ensure work-life balance.
Parental leave options are available for new parents.
Retirement options are included to help employees plan for their future.
Education reimbursement is offered to support continuous learning and development.
Additional in-office perks and benefits are available to enhance the employee experience.