Product Support Engineer III - ZIA/ZPA

The role

You will act as the highest level of technical support in the TAC. You resolve the most complex and critical issues escalated from Level I and Level II engineers, working on security and network problems.

What you will do

• Provide second line phone and email consultation to debug complex security and network problems
• Work with Engineering and help customers with testing or troubleshooting
• Reproduce customer issues to verify problems and give feedback to Engineering and Operations
• Document incident resolutions not found in the knowledge base in the technical support database
• Give input on product direction, customer use-cases, and product and code changes through the product cycle

Required qualifications

• Demonstrated curiosity and active use of AI tools to enhance workflows and problem-solving
• Minimum 6 years as Support Engineer or Sr. Support Engineer supporting networking or web security products
• Experience with Linux, Unix, and FreeBSD operating systems
• Experience troubleshooting network issues with tools such as Ping, Traceroute, and MTR
• Expert knowledge of protocols such as HTTP, SMTP, FTP, and DNS
• Familiarity with Wireshark or tcpdump, SSL/TLS, VPNs, firewalls, IDS/IPS, LDAP or MS AD, IPSec, and scripting in Shell, Python, or Perl

Nice to have

• Demonstrated ability to use AI technologies and workflows to drive measurable operational efficiency
• Hands-on experience with Zscaler products
• Network security related certifications

Benefits

• Various health plans
• Vacation and sick time off plans
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks

About the company

Zscaler (NASDAQ: ZS) provides the Zero Trust Exchange platform, a SASE-based cloud security platform that securely connects users, devices, and applications. It operates across 200+ public data centers globally.