Sr. Product Support Engineer- Zero Trust Network

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.

We're looking for an experienced Senior Product Support Engineer to join our Customer Success team. This is a remote position within the United States. Reporting to the Sr. Director of Customer Success, you will:

• Provide second-line phone/email consultations by independently troubleshooting complex security and network issues.
• Collaborate with Engineering to assist customers with testing and troubleshooting activities.
• Reproduce customer-reported issues to verify problems and offer actionable feedback to Engineering and Operations teams.
• Document new incident resolutions in the technical support online database when not already covered in the knowledge base.
• Contribute to team development by mentoring peers, developing training programs, and fostering a supportive, collaborative work environment.

What We're Looking for (Minimum Qualifications)

• U.S. citizenship due to the nature of the customers assigned to this role. 
• 5+ years of experience troubleshooting SSL, HTTP and TCP/IP
• Network transformation technologies such as MPLS, SD-WAN or WAN Optimization.
• Ability to read packet captures
• Hands-on Experience on at least one public cloud(AWS/Azure/GCP)

What Will Make You Stand Out (Preferred Qualifications)

• Expertise in web-based security, network infrastructure, and tools like NGFW, SSL/IPSec VPNs, SWG, sandboxing, DLP, and firewalls.
• Vendor certification (e.g., CCNA), Terraform experience, and cloud platform certification (AWS, GCP, or Azure).
• Strong hands-on experience in deploying and managing advanced security systems and infrastructures.

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Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range$105,000—$150,000 USD

At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
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