Senior Technical Support Engineer

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 acros...

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 ...

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...

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

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.
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
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