Zscaler
Technical Support Engineer
About this role
Zscaler seeks a Technical Support Engineer to provide expert troubleshooting and customer support for its Zero Trust Exchange platform. You'll handle complex security and network issues, partner with engineering teams, and mentor colleagues while helping enterprise customers optimize their deployments.
What you'll do
- Troubleshoot complex security and network problems via phone and email for enterprise customers
- Partner with Engineering teams to test, debug, and resolve customer issues
- Document detailed incident resolutions in support database for team knowledge sharing
- Develop training programs and mentor junior engineers on advanced troubleshooting techniques
- Analyze packet captures and HAR traces to diagnose connectivity and performance problems
- Provide input on product direction and code changes based on customer use cases
What they're looking for
- SSL, SAML, HTTP, and TCP/IP troubleshooting
- Packet capture and HAR trace analysis
- Network security infrastructure (NGFW, IPS, VPN, DLP, SD-WAN, firewalls)
- Enterprise customer escalation handling
- AI/ML technologies understanding
- Security Proxies and web-based security
- Cloud platforms (AWS, Azure, or GCP)
- API and SCIM integration knowledge
Benefits
- Comprehensive health plans
- Vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks
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Zscaler
Zscaler builds Zero Trust security platforms and managed detection and response (MDR) services that protect endpoints and cloud infrastructure while processing massive transaction volumes. The company is hiring threat response engineers for security operations, sales engineers to support enterprise customers, and production/reliability engineers to maintain their scalable cloud infrastructure.
- Website
- zscaler.com
Likely interview questions
- Walk us through your experience troubleshooting SSL/SAML authentication issues and how you've used packet captures to diagnose problems.
- Describe a complex customer escalation you've handled—what was the issue, and how did you resolve it?