Senior AI-Driven Security Support Engineer - Federal

Jobicy; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health plans

Time off plans

Parental leave options

Retirement options

Education reimbursement

In-office perks

Job summary

Zscaler is hiring a Hybrid L3 Support Engineer to join the Customer Success team. You will handle complex escalations from federal customers, troubleshoot product, network, deployment, and configuration issues, and work directly with customers via cases, calls, and remote sessions.

You will perform detailed log analysis and collaborate with Engineering and Product teams on defects and improvements, while maintaining security awareness and high customer communication standards.

Qualifications

• Foundational understanding of AI/ML technologies for security outcomes.
• Australian citizenship and eligibility to undergo an NV2 security clearance.
• Strong understanding of networking fundamentals (TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, VPN, routing).
• Experience in technical support, product support, or escalation support with log analysis skills.

Responsibilities

• Handle complex issues escalated from L1/L2 support for federal customers.
• Troubleshoot product, network, deployment, and configuration issues.
• Collaborate with customers through cases, calls, and remote sessions.
• Perform detailed log and traffic analysis and root cause investigations.

Skills

AI/ML basics

Networking fundamentals

Troubleshooting

Customer communication

Escalation management

Tools

Wireshark

Browser dev tools

Log analyzers

Ticketing systems

Job description

Zscaler is hiring a Hybrid L3 Support Engineer to join the Customer Success team. You will handle complex escalations from federal customers, troubleshoot product, network, deployment, and configuration issues, and work directly with customers via cases, calls, and remote sessions.

You will perform detailed log analysis and collaborate with Engineering and Product teams on defects and improvements, while maintaining security awareness and high customer communication standards.