Product Support Engineer

Framework Ventures; United States; Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Various health plans

Time off for vacation and sick time

Parental leave options

Retirement options

Education reimbursement

In-office perks

Job summary

A leading cybersecurity firm in the United States is searching for an experienced Product Support Engineer to join their team. You will provide essential support through phone and email, troubleshoot complex security issues, and collaborate with engineering teams. The ideal candidate possesses in-depth knowledge of enterprise networks and has over three years of technical support experience. This hybrid position offers comprehensive benefits, including health plans, parental leave, and education reimbursement.

Qualifications

• 3+ years of experience in technical support or a related area.
• Proficient in troubleshooting, debugging, and working directly with customers.
• In-depth understanding of enterprise networks and infrastructure.

Responsibilities

• Providing phone/email consultation to independently debug complex security/network problems for Tier 2 support.
• Working with Engineering and assisting the customer with testing or troubleshooting.
• Reproducing customer issues to verify problems and providing feedback to the Engineering and Operations team.

Skills

Troubleshooting

Technical support

Customer service

Debugging

Education

Minimum university degree in IT or related field

Tools

Wireshark

Linux

Windows

FreeBSD

Job description

About Zscaler Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform, which is found in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast‑paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 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. We're looking for an experienced Product Support Engineer to join our Product Support team. Reporting to the Manager of Product Support, you'll be responsible for:

Responsibilities

Providing phone/email consultation to independently debug complex security/network problems for Tier 2 support. Working with Engineering and assisting the customer with testing or troubleshooting. Reproducing customer issues to verify problems and providing feedback to the Engineering and Operations team.

Minimum Qualifications

3+ years of experience in technical support or a related area. Minimum university degree in IT, or related field. Proficient in troubleshooting, debugging, and working directly with customers.

Preferred Qualifications

• In-depth understanding of enterprise networks and infrastructure, TCP/IP, including reading packet, captures and general diagnostics is required.
• Experience with Internet protocols: HTTP, and its proxies, SMTP, DNS, LDAP, and FTP.
• Experience with open source system administration: Windows, Linux, FreeBSD and the ability to read packet captures (Wireshark).

Hybrid

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!

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.