Hybrid opportunity at
ZscalerSenior Technical Support Engineer
Zscaler seeks a Senior Technical Support Engineer to join its customer success department as an L3 support specialist in a hybrid capacity. Reporting directly to the…
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About This Role
Zscaler seeks a Senior Technical Support Engineer to join its customer success department as an L3 support specialist in a hybrid capacity. Reporting directly to the Senior Manager of Product Support, the incoming professional will assist key federal clients operating within secure and compliance-sensitive environments. Zscaler operates a prominent cloud security platform utilizing the Zero Trust Exchange architecture, protecting thousands of enterprise clients globally from data loss and cyber threats.…
Job Description
Zscaler seeks a Senior Technical Support Engineer to join its customer success department as an L3 support specialist in a hybrid capacity. Reporting directly to the Senior Manager of Product Support, the incoming professional will assist key federal clients operating within secure and compliance-sensitive environments. Zscaler operates a prominent cloud security platform utilizing the Zero Trust Exchange architecture, protecting thousands of enterprise clients globally from data loss and cyber threats.
This position requires managing complex escalations, investigating difficult technical problems, and coordinating closely with internal engineering departments and external customers. Ideal candidates possess strong investigative skills, the capacity to operate within ambiguous conditions, and the dedication to resolve critical security challenges efficiently.
Responsibilities
- Manage advanced technical support escalations originating from L1 and L2 teams assisting federal accounts
- Investigate and resolve deployment, product, configuration, and network issues through direct customer interactions and remote sessions
- Conduct thorough log investigations, traffic analysis, and root cause reviews
- Partner with engineering and product personnel to report software defects, feature gaps, and necessary system enhancements
Requirements
- Australian citizenship alongside eligibility to obtain an NV2 security clearance
- Fundamental knowledge of artificial intelligence and machine learning technologies
- Comprehensive grasp of networking fundamentals covering TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, virtual private networks, routing, and firewalls
- Demonstrated technical troubleshooting capabilities in enterprise security and networking settings
- Background in technical support, escalation support, or product support roles involving packet captures, log analysis, browser traces, and endpoint behavior assessment
Qualifications
- Hands-on practice utilizing AI-driven diagnostic tools to speed up root-cause analysis and escalation handling
- Familiarity with Zscaler cloud security solutions including ZIA, ZPA, and ZDX
- Proficiency with utility tools such as Wireshark, browser developer tools, log analyzers, and ticketing software
Core Skills
Benefits
- Various health coverage plans
- Time off policies covering vacation and sick leave
- Parental leave offerings
- Retirement program options
- Education reimbursement
- In-office perks
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type and work model for this role?
This is a full-time, hybrid position that reports to the Senior Manager, Product Support within the customer success department.
What citizenship and clearance requirements apply to this position?
Applicants must hold Australian citizenship and maintain eligibility to undergo an NV2 security clearance.
Does the posting specify the salary for this role?
No, the specific salary is not stated in the source posting.
Sample Interview Questions
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