Senior Product Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide advanced consultation to independently troubleshoot intricate security and network issues.

• Collaborate with the Engineering team to support customers in testing, diagnosing, and replicating issues to confirm problems.

• Record incident resolutions in technical databases and offer direct feedback to the Engineering and Operations teams.

• Create training programs for the department and mentor engineers on advanced troubleshooting and case management techniques.

• Evaluate customer use-cases to deliver strategic insights on product and code modifications throughout the development cycle.

• Provide impactful customer experiences and identify innovative solutions.

• Offer expert, hands-on assistance to help clients achieve their objectives and maximize their use of Zscaler technology.

⛳️ Requirements

• Demonstrated curiosity and proactive exploration of AI tools, with a proven track record of integrating new technologies to improve daily workflows and enhance problem-solving.

• U.S. citizenship is mandatory for this position due to the nature of the customers associated with this role.

• Over 5 years of experience in troubleshooting SSL, SAML, HTTP, and TCP/IP.

• Established experience in managing escalations with enterprise customers and stakeholders.

• Comprehensive understanding of web-based security and network infrastructure, including NGFW, SSL/IPSec VPNs, and SD-WAN.

• Significant experience in analyzing packet captures and HAR traces to address connectivity and network performance challenges.

• Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, and SCIM.

• Relevant vendor certifications such as CCNP or CompTIA Security+ are preferred.

• Practical experience with public cloud environments including AWS, Azure, or GCP.

🏝️ Benefits

• Various health plans.

• Time off plans for vacation and sick days.

• Parental leave options.

• Retirement options.

• Education reimbursement.

• In-office perks.