Remote Technical Support Engineer - Security & AI

Zscaler, Inc.; Northern (KY); Hybrid; USD 104,000 - 130,000; Full time

Benefits offered by this job

Time off plans

Parental leave

Retirement options

In‑office perks

Job summary

Zscaler, a leading cloud security company, is seeking a Technical Support Engineer for a remote role reporting to the Senior Manager, Customer Support. You will deliver first-line support for complex security and network issues, collaborating with Engineering and contributing to incident resolution documentation and training.

You will have hands-on experience debugging SSL/SAML/TCP-IP problems, familiarity with enterprise networks, and a customer-obsessed mindset. U.S.

Qualifications

• 3+ years of troubleshooting SSL, SAML, HTTP, and TCP/IP with packet analysis
• Experience supporting enterprise customers and stakeholders
• Foundational understanding of AI/ML technologies and applying them to security solutions
• Knowledge of web-based security and network infrastructure (firewalls, VPNs, NW monitors)

Responsibilities

• Provide first-line phone/email consultation to debug complex security/network problems
• Partner with Engineering and assist customers with testing or troubleshooting
• Document detailed incident resolutions for the knowledge base
• Help develop training programs and mentor engineers on troubleshooting and case management
• Provide input on product direction based on customer use cases throughout the product cycle

Skills

AI/ML fundamentals

SSL/TLS debugging

SAML troubleshooting

Customer support

Networking basics

Tools

NGFW

IPS

SSL VPNs

DLP

SD-WAN

GRE tunnels

IP SLA

Job description

Zscaler, a leading cloud security company, is seeking a Technical Support Engineer for a remote role reporting to the Senior Manager, Customer Support. You will deliver first-line support for complex security and network issues, collaborating with Engineering and contributing to incident resolution documentation and training.

You will have hands-on experience debugging SSL/SAML/TCP-IP problems, familiarity with enterprise networks, and a customer-obsessed mindset. U.S.