Senior AI-Driven Security Support Engineer (Hybrid)

Zscaler

United States

Hybrid

USD 90,000 - 130,000

Full time

2 days ago

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Benefits offered by this job

Health plans

Vacation and sick time

Parental leave

Retirement options

Education reimbursement

In-office perks

Job summary

Zscaler is seeking an L3 Support Engineer to join our hybrid team supporting federal customers. You will troubleshoot complex issues, perform deep log analyses, and coordinate with Engineering and Product teams to drive timely resolutions while upholding high security and customer communication standards.

You will work with cross-functional teams, handle escalations, and contribute to product improvements in a fast-paced, security-focused environment.

Qualifications

Foundational understanding of AI/ML technologies and how to leverage AI-driven solutions
Strong networking fundamentals: TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, VPN, routing, firewall concepts
Proven troubleshooting skills in enterprise network/security environments
Experience in technical support, product support, or escalation support with log/trace analysis

Responsibilities

Handle complex technical issues escalated from L1/L2 support for federal customers
Troubleshoot and resolve product, network, deployment, and configuration issues
Interact with customers via case handling, calls, and remote sessions
Perform log and traffic analysis and root-cause investigations
Collaborate with Engineering and Product teams on defects and product improvements