Technical Support Engineer

Summary

Zscaler is a cloud security company providing a Zero Trust Exchange platform that protects customers from cyberattacks and data loss. The Technical Support Engineer will provide expert support for complex security and networking issues, collaborate with Engineering, document incident resolutions, mentor support engineers, and contribute feedback throughout the product lifecycle.

Responsibilities

• Provide first line phone/email consultation to independently debug complex security/network problems
• Partner with Engineering and assist customers with testing or troubleshooting
• Document detailed entries for incident resolutions in the technical support database to ensure solutions are actionable for customers and the internal team
• Help develop ongoing training programs for the department and mentor other engineers on advanced troubleshooting, debugging, and case management skills
• Understand product direction and customer use cases to provide input on product and code changes through all points of the product cycle

Skills

• * 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 due to the nature of the customers assigned to this role
• * 3+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP, with extensive 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, Security Proxies, such as NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and Firewalls
• * Experience handling escalations with enterprise customers and stakeholders
• * Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, API, SCIM, and ESXi
• * Vendor certification such as CCNP, CompTIA Security+, or equivalent
• * Hands-on experience with at least one public cloud platform (AWS, Azure, or GCP)

Qualifications

Must Haves

• * 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 due to the nature of the customers assigned to this role
• * 3+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP, with extensive 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, Security Proxies, such as NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and Firewalls
• * Experience handling escalations with enterprise customers and stakeholders

Nice to Haves

• * Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, API, SCIM, and ESXi
• * Vendor certification such as CCNP, CompTIA Security+, or equivalent
• * Hands-on experience with at least one public cloud platform (AWS, Azure, or GCP)

Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!