Senior Product Support Engineer
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Job Description
Senior Product Support Engineer troubleshooting complex enterprise security and network issues for Zscaler’s cloud security platform. Partnering with Engineering and mentoring support engineers.
Responsibilities:
- Provide second line consultation to independently debug complex security and network problems
- Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems
- Document incident resolutions in technical databases and provide direct feedback to Engineering and Operations teams
- Develop department training programs and mentor engineers on advanced troubleshooting and case management skills
- Analyze customer use-cases to provide strategic input on product and code changes throughout the development cycle
- Deliver high-impact customer experiences and identify innovative solutions
- Provide expert, hands-on support so clients achieve their goals and use Zscaler technology to its fullest potential
Requirements:
- Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
- U.S. citizenship is required for this position due to the nature of the customers assigned to this role
- 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP
- Proven experience managing escalations with enterprise customers and stakeholders
- Detailed working knowledge of web-based security and network infrastructure, including NGFW, SSL/IPSec VPNs, and SD-WAN
- Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network performance issues
- Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, and SCIM
- Relevant vendor certifications such as CCNP or CompTIA Security+
- Hands-on experience with public cloud environments including AWS, Azure, or GCP
Benefits:
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks
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