Senior Technical Support Engineer

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 (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world's hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Role

We are looking for an L3 Support Engineer to join our team. This is a hybrid role, reporting to the Senior Manager, Product Support in the Customer Success department. Supporting strategic federal customers, this role requires strong technical troubleshooting skills, sound judgment, and the ability to manage complex escalations in secure and compliance-sensitive environments. You will work closely with customers, internal support teams, Engineering, and cross-functional stakeholders to drive timely resolution of critical issues while maintaining high standards of customer communication, security awareness, and operational discipline.

What you’ll do (Role Expectations)

• Handle complex technical issues escalated from L1 and L2 support teams for federal customers
• Troubleshoot and resolve product, network, deployment, and configuration-related issues
• Work directly with customers through case handling, troubleshooting calls, and remote sessions
• Perform detailed log analysis, traffic analysis, and root cause investigation
• Collaborate with Engineering and Product teams on defects, feature gaps, and product improvements

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback - knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We’re Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Australian citizenship and eligibility to undergo an NV2 security clearance
• Strong understanding of networking fundamentals, including TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, VPN, routing, and firewall concepts
• Strong troubleshooting skills in enterprise network and security environments
• Experience in technical support, product support, or escalation support roles with ability to analyze logs, packet captures, browser traces, and endpoint behavior

What Will Make You Stand Out (Preferred Qualifications)

• Experience leveraging AI-powered diagnostic and troubleshooting tools to accelerate root-cause analysis and complex escalation management
• Knowledge of Zscaler products such as ZIA, ZPA, ZDX, or related cloud security solutions
• Experience with tools such as Wireshark, browser developer tools, log analyzers, and ticketing systems
• #LI-Hybrid #LI-NL1

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler’s hybrid working model and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.