Senior Product Support Engineer

Zscaler

. Provide second line consultation to independently debug complex security and network problems .

Posted 10/16/2026full-timeRemote • United StatesSenior💰 $108,500 - $155,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex security and network issues, with a strong focus on customer experience and strategic input on product development. Proficient in mentoring and training engineers while integrating innovative technologies to enhance problem-solving capabilities.

Highest-signal resume keywords

5+ Years Experience Troubleshooting SSL, SAML, HTTP, And TCP/IPDetailed Working Knowledge Of Web-Based Security And Network InfrastructureExtensive Experience Analyzing Packet Captures And HAR TracesRelevant Vendor Certifications Such As CCNP Or CompTIA Security+Hands-On Experience With Public Cloud Environments Including AWS, Azure, Or GCP

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting SSLTroubleshooting SAMLTroubleshooting HTTPTroubleshooting TCP/IPAnalyzing Packet CapturesAnalyzing HAR TracesWeb-Based SecurityNetwork InfrastructureNGFWSD-WAN

Soft Skills

CuriosityActive ExplorationMentoringCustomer ExperienceProblem-Solving

Tools & Technologies

Public Cloud EnvironmentsAWSAzureGCPSSL/IPSec VPNsSWGSandboxingPAC FilesSCIM

Certifications & Qualifications

CCNPCompTIA Security+

Industry Keywords

Security TechnologiesNetwork PerformanceIncident ResolutionCase ManagementCustomer Use-Cases

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud PlatformTCP/IP

About the role

Key responsibilities & impact

Provide second line consultation to independently debug complex security and network problems
Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems
Document incident resolutions in technical databases and provide direct feedback to Engineering and Operations teams
Develop department training programs and mentor engineers on advanced troubleshooting and case management skills
Analyze customer use-cases to provide strategic input on product and code changes throughout the development cycle
Deliver high-impact customer experiences and identify innovative solutions
Provide expert, hands-on support so clients achieve their goals and use Zscaler technology to its fullest potential

Requirements

What you’ll need

Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
U.S. citizenship is required for this position due to the nature of the customers assigned to this role
5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP
Proven experience managing escalations with enterprise customers and stakeholders
Detailed working knowledge of web-based security and network infrastructure, including NGFW, SSL/IPSec VPNs, and SD-WAN
Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network performance issues
Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, and SCIM
Relevant vendor certifications such as CCNP or CompTIA Security+
Hands-on experience with public cloud environments including AWS, Azure, or GCP

Benefits

Comp & perks

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