Remote Senior Product Support Engineer - AI Security

Zscaler; United States; Remote; USD 109,000 - 152,000; Full time

Job summary

Zscaler, a leading cloud security company, is seeking a Senior Product Support Engineer for a remote role reporting to the Manager, Product Support. You will deliver high‑impact support to enterprise customers, utilizing data and research to resolve complex security and network issues.

In this role you will collaborate with Engineering and Operations to test, troubleshoot, and reproduce problems, develop training for the team, and influence product decisions through customer insights.

Qualifications

• Demonstrated curiosity and active exploration of AI tools and new tech to improve workflows.
• 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP in enterprise environments.
• Proven experience managing escalations with enterprise customers and stakeholders.

Responsibilities

• Provide second line consultation to independently debug complex security and network problems (SSL, SAML, HTTP, TCP/IP).
• Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems.
• Document incident resolutions in technical databases and provide feedback to Engineering and Operations teams.
• Develop department training programs and mentor engineers on advanced troubleshooting and case management skills.
• Analyze customer use-cases to provide strategic input on product and code changes.

Skills

AI tools exploration

SSL/TLS troubleshooting

SAML/HTTP/TCP-IP debugging

Escalation management

Enterprise customer support

Web security

Tools

NGFW

SSL/IPSec VPNs

SD-WAN

HAR traces

Job description

Zscaler, a leading cloud security company, is seeking a Senior Product Support Engineer for a remote role reporting to the Manager, Product Support. You will deliver high‑impact support to enterprise customers, utilizing data and research to resolve complex security and network issues.

In this role you will collaborate with Engineering and Operations to test, troubleshoot, and reproduce problems, develop training for the team, and influence product decisions through customer insights.