Senior Product Support Engineer

Utah, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Security, Cybersecurity, NetworkingIndustries

Requirements

Candidates must be U.S. citizens and possess over 5 years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP. They should have experience handling escalations with enterprise customers and stakeholders, detailed working knowledge of web-based security and network infrastructure including Security Proxies, NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and Firewalls. Extensive experience analyzing packet captures and HAR traces for troubleshooting connectivity, application, and network performance issues is also required. Preferred qualifications include a background in Internet and Security technologies like SWG, Sandboxing, PAC files, API, SCIM, ESXi, a vendor certification (e.g., CCNP, CompTIA Security+), and hands-on experience with at least one public cloud (AWS/Azure/GCP).

Responsibilities

The Senior Product Support Engineer will provide second-line phone and email consultation to independently debug complex security and network problems. They will partner with Engineering to assist customers with testing or troubleshooting and reproduce customer issues to verify problems, providing feedback to the Engineering and Operations team. This role involves creating entries in the technical support online database for incident resolutions not found in the knowledge base. Additionally, the engineer will help develop ongoing training programs for the department and mentor other engineers on advanced troubleshooting, debugging, and case management skills. They will also understand product direction and customer use-cases, providing input on product and code changes throughout the product cycle.

Skills

Product Support

Security

Networking

Troubleshooting

Debugging

Customer Support

Cloud Security

SASE

SSE

Zscaler

Cloud-based cybersecurity and secure gateway services

About Zscaler

Zscaler provides cloud-based information security services, focusing on internet, web, and cloud security. Its platform functions as a secure gateway that inspects all internet traffic between users and applications, ensuring that threats are identified and stopped before they can access a client's network. This service is offered through a subscription model, allowing large enterprises and government organizations to select the level of security that meets their needs. Zscaler differentiates itself from competitors by offering a strong partner program that enhances market reach and provides partners with training and resources. The company's goal is to support secure digital transformation for its clients by delivering reliable security solutions.

San Jose, CaliforniaHeadquarters

2008Year Founded

$148.8MTotal Funding

IPOCompany Stage

Enterprise Software, CybersecurityIndustries

5,001-10,000Employees

Benefits

Comprehensive health plans

Supportive parental & family leave

On-demand learning & development

Company-sponsored volunteering

Global tuition assistance program

Guilt-free paid time off

Risks

Emerging cybersecurity firms may erode Zscaler's market share.

Economic downturns could impact Zscaler's subscription-based revenue model.

The retirement of CFO Mr. Canessa may lead to financial instability.

Differentiation

Zscaler offers a 100% cloud-based security platform, eliminating on-premise hardware needs.

The company is a Gartner magic quadrant leader for secure web gateways.

Zscaler's platform inspects all internet traffic, ensuring threats are neutralized pre-network.

Upsides

Zscaler's FY/25 guidance was revised upward, indicating strong financial performance.

The partnership with Bharti Airtel enhances Zscaler's zero-trust architecture offerings.

Zscaler's hiring of government experts strengthens its position in the public sector.

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