Product Support Engineer (Fully Remote)

Zscaler, Inc.; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Zscaler is seeking a customer-focused support engineer in the United States to provide first-line consultation for security and networking issues. You will collaborate withEngineering on testing and troubleshooting and maintain incident records in our support database.

The role emphasizes ownership, customer obsession, and accountability in resolving complex cases while leveraging AI/ML concepts to improve operational efficiency.

Qualifications

• 3+ years troubleshooting SSL, SAML, HTTP, TCP/IP.
• Foundational understanding of AI/ML technologies.
• Experience with Security Proxies and escalations.

Responsibilities

• Provide first line consultation to debug security/network problems.
• Partner with Engineering for customer testing and troubleshooting.
• Document incidents in the technical support database.

Skills

SSL/TLS

SAML

HTTP

TCP/IP

AI/ML fundamentals

Tools

Security Proxies

Public Cloud Platforms

Job description

• Provide first line consultation to debug security/network problems.
• Partner with Engineering for customer testing and troubleshooting.
• Document incidents in the technical support database.

Who You Are:

• A problem-solver energized by complex technical challenges.
• Customer-obsessed with deep empathy for enterprise needs.
• An owner who takes accountability for case resolution.

What We're Looking For:

• Foundational understanding of AI/ML technologies.
• 3+ years troubleshooting SSL, SAML, HTTP, TCP/IP.
• Experience with Security Proxies and escalations.

Preferred Qualifications:

• Proven ability to leverage AI for operational efficiency.
• Background in Internet and Security technologies.
• Hands-on experience with public cloud platforms.

Zscaler

Zscaler (NASDAQ: ZS) accelerates digital transformation with a Zero Trust Exchange platform that protects thousands of customers from cyberattacks and data loss. The company is an AI-native enterprise with 200+ data centers globally, committed to innovation and a customer-centric culture.