Senior AI-Driven Security Product Support Engineer (Remote)

Zscaler; United States; Remote; USD 109.000 - 155.000; Vollzeit

Benefits dieser Stelle

Time off plans

Parental leave

Retirement options

In-office perks

Zusammenfassung

Zscaler is hiring a Senior Product Support Engineer for a fully remote role reporting to the Director, Product Support. You will be part of the global Customer Success Organization, delivering high-impact experiences and crafting innovative solutions for customers, leveraging data and hands-on debugging to maximize product utilization.

Join a security-first, AI-aware environment where you’ll help customers navigate complex networks and security challenges, mentor peers, and influence product

Qualifikationen

• 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP.
• Proven experience managing escalations with enterprise customers and stakeholders.
• Strong ability to debug complex security and network problems and document resolutions.

Aufgaben

• Provide second line consultation to independently debug complex security and network problems.
• Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems.
• Document incident resolutions in technical databases and provide direct 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 throughout the development cycle.

Kenntnisse

SSL troubleshooting

SAML troubleshooting

HTTP/TCP-IP

Troubleshooting

Escalations management

Jobbeschreibung

Zscaler is hiring a Senior Product Support Engineer for a fully remote role reporting to the Director, Product Support. You will be part of the global Customer Success Organization, delivering high-impact experiences and crafting innovative solutions for customers, leveraging data and hands-on debugging to maximize product utilization.

Join a security-first, AI-aware environment where you’ll help customers navigate complex networks and security challenges, mentor peers, and influence product