The Role Provides second-line support for complex security and network issues, partnering with Engineering to troubleshoot, reproduce, and resolve customer problems. Documents incidents, manages enterprise escalations, analyzes packet captures and HAR traces, and provides product feedback. Develops training programs and mentors support engineers while advising on product and code improvements. Requires extensive web security, networking, and cloud knowledge, plus experience with SSL, SAML, HTTP, TCP/IP, VPNs, SD-WAN, and related technologies. Summary Generated by Built In 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 a Senior Product Support Engineer to join our team. This is a Remote role reporting to the Director, Product Support. As part of our global Customer Success Organization, you will be dedicated to delivering high-impact experiences and identifying innovative solutions for our customers. You will leverage data and research to provide expert, hands-on support, ensuring clients achieve their goals and utilize our technology to its fullest potential. What you'll do (Role Expectations) 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 Who You Are (Success Profile) You thrive in ambiguity. You're comfortable building the path as you walk it and thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as raw material to build something meaningful. You own objectives. Your passion for the mission fuels your bias for action, operating with integrity and navigating seamlessly between high-level strategy and hands-on execution. You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact. You are a high-trust collaborator. You are ambitious for the team and embrace our challenge culture by giving and receiving ongoing feedback with clarity and respect. You are a learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate. What We're Looking for (Minimum Qualifications) Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving U.S. citizenship is required for this position due to the nature of the customers assigned to this role 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP Proven experience managing escalations with enterprise customers and stakeholders Detailed working knowledge of web-based security and network infrastructure, including NGFW, SSL/IPSec VPNs, and SD-WAN Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network performance issues What Will Make You Stand Out (Preferred Qualifications) Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, and SCIM Relevant vendor certifications such as CCNP or CompTIA Security+ Hands-on experience with public cloud environments including AWS, Azure, or GCP #LI-IA1 #LI-Remote Zscaler's salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training. The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits. Base Pay Range $108,500 — $155,000 USD 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

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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. Read Full Description Skills Required Curiosity and active exploration of AI tools, with proven integration of new technologies into workflows and problem-solving U.S. citizenship 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP Experience managing escalations with enterprise customers and stakeholders Detailed working knowledge of web-based security and network infrastructure, including NGFW, SSL/IPSec VPNs, and SD-WAN Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network performance issues Background in Internet and security technologies such as SWG, sandboxing, PAC files, and SCIM Relevant vendor certification such as CCNP or CompTIA Security+ Hands-on experience with AWS, Azure, or GCP What the Team is Saying Valerie Talent Ops Specialist Here at Zscaler, we know how to have fun! Many of us participate in events ranging from celebrating cultural events, Intern Expos, Family Fun Day, International Women's day, to organizational off-sites. We are able to find ways to celebrate anything from annual Employee Work Anniversaries to being recognized as a Great Place to Work company! Valerie Talent Ops Specialist Here at Zscaler, we know how to have fun! Many of us participate in events ranging from celebrating cultural events, Intern Expos, Family Fun Day, International Women's day, to organizational off-sites. We are able to find ways to celebrate anything from annual Employee Work Anniversaries to being recognized as a Great Place to Work company! Javi People Specialist Working at Zscaler as a People Specialist has shown me that behind our industry-leading technology is an even more impressive culture of connection. From managing global procedures to welcoming new hires during onboarding, I'm constantly inspired by the caliber of people I work with. It's a place where you're given the opportunity to grow professionally while feeling genuinely supported by a team that values your authentic contribution. Umesh Lead Creative Designer What I value most about working at Zscaler is that culture isn't just a word—it's reflected in how we work every day. As a creative lead, I appreciate the trust, clarity, and space to think creatively, all while maintaining a healthy work-life balance. Combined with the stability of a global organization that truly invests in its people, I feel encouraged to grow, learn, and create meaningful work while building a long-term career, with support both professionally and personally. Harleen Account Payable Representative Zscaler fosters a culture of trust and growth where every day offers new challenges, strong team support, and the freedom to learn and innovate—creating an environment where careers genuinely thrive. Nikki Talent Research & Intelligence Manager Zscaler is a home for owners and builders. While the company is fast and the standards are high, that intensity is matched by a profound sense of support. I am constantly presented with opportunities to stretch my capabilities alongside colleagues who are not only experts in their fields but are eager to lift others up. I love working here because I have the freedom to be my authentic self while tackling complex challenges. Alisha Program Manager Zscaler's investment in my master's degree is a powerful example of how we invest in employee development in meaningful ways. This opportunity encouraged me to stretch, made continuing education more accessible, and reinforced that my growth matters. Strengthening my skillset, knowledge, and confidence has enabled me to bring even more value back to my team and the business. I'm grateful to work for a company that not only supports career development, but actively champions it! Amanda Sr. Program Manager For over two years, Zscaler has given me the rare combination of meaningful work and genuine balance. I'm trusted to structure my day in ways that support both high performance and personal well-being. The autonomy I'm given, combined with complex challenges and true cross-functional collaboration, keeps me engaged and growing. Across busy seasons and quieter moments, I've been able to protect time for my health, my family, and my passions. Knowing I don't have to trade an intentional life for a fulfilling career is a big reason I'm proud to work here. Bettina Software Engineer One challenge my team faces is staying ahead in the ever-changing tech landscape. We're tackling this by building a library of widgets, or carefully designed, reusable pieces of code, so we can keep our tech stack dynamic. The goal is to be able to plug these widgets into any of our products, reducing redundancy and keeping things loosely coupled. Michelle Employer Brand Manager I'm constantly inspired by our mission and the incredible people I work with every day. Our culture of trust from leadership gives me the creative freedom to innovate, dream big, and drive a real impact! Rubier HRIS Manager "Joining Zscaler gave me a once in a lifetime opportunity to step up, support my organization and leadership, and do the most fulfilling work of my career. We work in a fast-paced environment where we're always adapting to find a better way, but that agility is balanced by real stability. Over the past two and a half years, I've felt continually enabled, heard, and challenged to grow. Zscaler gives you the rare chance to build a dynamic career where you are always evolving, but never doing it alone." Nella Sr People Services Specialist Returning to the workforce after having a baby felt like a massive leap, but joining Zscaler turned out to be one of the greatest decisions I could have made. My team truly understands the beautiful chaos of working motherhood. Feeling supported from day one means I can crush my professional goals while still getting to experience every toddler milestone (and swimming practice!) without missing a beat. Working at Zscaler has shown me that you really can have a thriving career and a happy family when you're at a company that actually walks the talk on work-life balance. Sravani Sr. Product Manager Zscaler truly empowers me to own my work in a way that is rare in Big Tech. As a Product Manager, I have the autonomy to drive meaningful decisions and see their real-world impact, from early ideation through execution. The culture here trusts me to lead, take risks, and grow, and that energy makes showing up every day truly exciting. Hay Joosten Director, AI Transformation I can easily say Zscaler is the most challenging, fulfilling, and exciting place I have ever worked. What sets the experience apart is the sheer caliber of people. Our team is whip-smart, genuine, kind, & driven. There is a true 'iron sharpens iron' mentality, where we are constantly pushing each other to elevate our thinking. Because Zscaler is dynamic and always evolving, you are given the autonomy to actively shape, mold, and nudge our strategies onwards and upwards. Getting to grow my capabilities alongside leaders who act as strategic partners makes every day an exciting challenge. Darius Sales Development Representative "My time at Zscaler has been deeply shaped by the strength of its leadership and the intentional investment of its management. I've been fortunate to work under leaders who do more than guide performance - they pour wisdom, encouragement, and belief into the people they lead. Their support has not only sharpened my professional growth, but also strengthened my confidence, perspective, and sense of purpose. That kind of leadership leaves a lasting impact, and it's a big part of why my experience here has been so meaningful." Bo Sr. Analyst "Zscaler has been the training ground where I've learned to integrate AI into my daily workflow. Our AI enablement for employees has changed how I think and approach my work today, seeing AI like a teammate and not just a tool. While no tech stack is perfect, the emphasis here is on mastery: we are constantly shown how to push our tools to their absolute limit. As AI usage increases everywhere, the need for cybersecurity will increase drastically. Zscaler's zero trust approach is poised to lead this space in the age of AI." Zscaler Compensation & Benefits Highlights Healthcare Strength — Coverage spans multiple medical plans with prescription and mental-health programs (Lyra, Telus EAP, Calm) and family-oriented support. Feedback suggests the healthcare is generally considered good, with options such as Anthem/HSA noted. Equity Value & Accessibility — Eligible employees can receive RSUs, and an ESPP offers at least a 15% discount on company stock. Feedback suggests these equity programs are viewed as meaningful components of total compensation. Leave & Time Off Breadth — Salaried employees have flexible/unlimited time off alongside other paid leaves. Feedback suggests the flexibility is valued, even though comfort taking time can depend on team norms. Learn more about Zscaler's Compensation & Benefits → Zscaler Insights What's It Like to Work at Zscaler? Zscaler Culture & Values Zscaler Career Growth & Development What's the Work-Life Balance Like at Zscaler? Zscaler Leadership & Management Zscaler Company Growth, Stability & Outlook View all jobs at Zscaler View Zscaler Profile Report Job