Senior Product Support Engineer

The role

You will provide phone and email support to debug complex security and network problems at Tier III level. You will work with Engineering on customer testing and troubleshooting, and reproduce customer issues to confirm them and give feedback to Engineering and Operations.

What you will do

• Provide phone and email consultation to independently debug complex security and network problems for Tier III support
• Partner with Engineering to assist customers with testing or troubleshooting efforts
• Reproduce customer issues to verify problems and provide feedback to the Engineering and Operations teams

Required qualifications

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• 4+ years of experience in technical support or a related technical field
• University degree in IT, Computer Science, or a related field
• Proficiency in troubleshooting, debugging, and working directly with customers
• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving

Nice to have

• In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet captures and general diagnostics
• Experience with Internet protocols including HTTP and its proxies, SMTP, DNS, LDAP, and FTP
• Experience with open source system administration (Windows, Linux, FreeBSD) and the proficiency to read packet captures using Wireshark
• Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency

Benefits

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

About the company

Zscaler provides the Zero Trust Exchange platform, which protects customers from cyberattacks and data loss by securely connecting users, devices, and applications. Its SASE-based platform runs across 200+ public data centers globally and thousands of private edge sites.