Senior Technical Support Engineer

The role

You will handle complex technical issues escalated from L1 and L2 support for federal customers. You will troubleshoot product, network, deployment and configuration problems, and work directly with customers and Engineering to resolve critical issues.

What you will do

• Handle complex technical issues escalated from L1 and L2 support teams for federal customers
• Troubleshoot and resolve product, network, deployment, and configuration-related issues
• Work directly with customers through case handling, troubleshooting calls, and remote sessions
• Perform detailed log analysis, traffic analysis, and root cause investigation
• Collaborate with Engineering and Product teams on defects, feature gaps, and product improvements

Required qualifications

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Australian citizenship and eligibility to undergo an NV2 security clearance
• Strong understanding of networking fundamentals, including TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, VPN, routing, and firewall concepts
• Strong troubleshooting skills in enterprise network and security environments
• Experience in technical support, product support, or escalation support roles with ability to analyze logs, packet captures, browser traces, and endpoint behavior

Nice to have

• Experience leveraging AI-powered diagnostic and troubleshooting tools to accelerate root-cause analysis and complex escalation management
• Knowledge of Zscaler products such as ZIA, ZPA, ZDX, or related cloud security solutions
• Experience with tools such as Wireshark, browser developer tools, log analyzers, and ticketing systems

Benefits

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

Before you apply

• Australian citizenship is required
• Eligibility to undergo an NV2 security clearance is required

About the company

Zscaler is a security company whose Zero Trust Exchange platform protects customers from cyberattacks and data loss. The posting describes it as an AI-native enterprise.