Remote Product Support Engineer: AI Security
Zscaler, Inc.
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Job summary
Zscaler is hiring a Product Support Engineer for a remote US-based role reporting to the Senior Manager, Customer Support. You will provide first-line consultation to debug complex security and network problems and partner with Engineering to assist customers in testing and troubleshooting.
You will document incident resolutions and contribute to ongoing training programs, mentoring peers in advanced troubleshooting and case management.
Qualifications
- Foundational understanding of AI/ML technologies.
- 3+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP with packet captures and HAR traces.
- Detailed working knowledge of web-based security and network infrastructure (NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN).
- Experience handling escalations with enterprise customers and stakeholders.
Responsibilities
- 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.
- Help develop ongoing training programs for the department and mentor other engineers on advanced troubleshooting.
- Understand product direction and customer use cases to provide input on product and code changes.
Skills
Education
Tools
Job description
Zscaler is hiring a Product Support Engineer for a remote US-based role reporting to the Senior Manager, Customer Support. You will provide first-line consultation to debug complex security and network problems and partner with Engineering to assist customers in testing and troubleshooting.
You will document incident resolutions and contribute to ongoing training programs, mentoring peers in advanced troubleshooting and case management.
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