Product Support Engineer

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform. We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler. Role We are looking for a Product Support Engineer to join our team . This is a Remote role, reporting to the Senior Manager, Customer Support in the Product Support department . At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions . We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential . Together, we create a customer-centric culture that fosters success, adoption, and continuous growth . What you’ll do (Role Expectations) • Provide first line phone/email consultation to independently debug complex security/network problems • Partner with Engineering and assist customers with testing or troubleshooting • Document detailed entries for incident resolutions in the technical support database to ensure solutions are actionable for customers and the internal team • Help develop ongoing training programs for the department and mentor other engineers on advanced troubleshooting, debugging, and case management skills • Understand product direction and customer use cases to provide input on product and code changes through all points of the product cycle Who You Are (Success Profile) • You are a problem-solver who is energized by finding solutions to complex technical challenges and delivering high-impact outcomes. • You are customer-obsessed, building deep empathy for enterprise customer needs and anchoring every action in solving real-world issues. • You act like an owner with a strong bias for action, taking full accountability for case resolution and team skill development. • You are a high-trust collaborator who works effectively with engineering partners and mentors peers to elevate team performance. • You are resilient and adaptable, maintaining composure and clear focus when managing high-pressure customer escalations. What We’re Looking for (Minimum Qualifications) • Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain • U.S. citizenship required for this position due to the nature of the customers assigned to this role • 3+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP, with extensive experience analyzing packet captures and HAR traces to resolve connectivity, application, and network performance issues • Detailed working knowledge of web-based security and network infrastructure, Security Proxies, such as NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and Firewalls • Experience handling escalations with enterprise customers and stakeholders What Will Make You Stand Out (Preferred Qualifications) • Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency • Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, API, SCIM, and ESXi • Vendor certification such as CCNP, CompTIA Security+, or equivalent • Hands-on experience with at least one public cloud platform (AWS, Azure, or GCP) #LI-IA1 #LI-Remote Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training. The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits. Base Pay Range $104,000 — $130,000 USD At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure. Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: • Various health plans • Time off plans for vacation and sick time • Parental leave options • Retirement options • Education reimbursement • In-office perks, and more! Learn more about Zscaler's hybrid working model and benefits here . By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines. Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link. Pay Transparency Zscaler complies with all applicable federal, state, and local pay transparency rules. Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.