Greenhouse ·
full-timeProduct Support Engineer
Zscaler · Remote - USA
Zscaler is a company operating in the cloud security space, focused on providing a Zero Trust Exchange platform to protect enterprise users, devices, and applications. As a Product Support Engineer, you will serve as a primary point of contact for customers, managing complex technical inquiries related to network security and connectivity. Your day-to-day responsibilities will involve debugging intricate security issues, analyzing packet captures and HAR traces, and collaborating directly with engineering teams to troubleshoot and resolve incidents. You will be expected to document resolutions thoroughly, contribute to internal training programs, and provide feedback on product development based on real-world customer use cases. This role is well-suited for a detail-oriented problem solver with a strong background in network infrastructure, including protocols like SSL, SAML, and TCP/IP. The ideal candidate possesses a mix of technical expertise in security proxies and firewalls, combined with the ability to handle high-pressure escalations. Given the nature of the customer base, U.S. citizenship is required for this position. You should be comfortable working in a remote environment while maintaining a customer-obsessed mindset and a proactive approach to technical mentorship and case management.
Education
- Level: Bachelor's degree
Key Skills
Notes
Remote role; U.S. citizenship required; 3+ years experience
Experience required
3-3 years experienceAbout the Role Zscaler is a cloud security company delivering the Zero Trust Exchange platform. The Product Support Engineer will work remotely reporting to the Senior Manager, Customer Support. Responsibilities Provide first‑line phone and email consultation to debug complex security and network problems. Partner with Engineering to test and troubleshoot customer issues. Document incident resolutions in the technical support database. Develop training programs and mentor engineers on advanced troubleshooting. Provide input on product and code changes throughout the product cycle. Requirements Foundational understanding of AI/ML technologies. 3+ years troubleshooting SSL, SAML, HTTP, TCP/IP and analyzing packet captures and HAR traces. Deep knowledge of web‑based security, NGFW, IPS, SSL/IPSec VPNs, DLP, SD‑WAN, GRE tunnels, IP SLA monitoring and firewalls. Experience handling escalations with enterprise customers. Eligibility U.S. citizenship required due to customer nature.
Skills for this role
Required skills
Also mentioned in the listing
| Role | Product Support Engineer |
|---|---|
| Company | Zscaler |
| Location | Remote - USA |
| Compensation | Not disclosed |
| Posted | 2026-09-28 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Product Support Engineer at Zscaler: frequently asked questions
- Who can apply for the Product Support Engineer role at Zscaler?
- The listing asks for Bachelor's degree; 3-3 years of experience.
- What skills does the Product Support Engineer role require?
- The listing highlights AI/ML, SSL, SAML, HTTP, TCP/IP, packet capture analysis, HAR trace analysis, web security, network infrastructure, NGFW. Show each of these in a project or past role on your resume.
- What is the salary for this role?
- Zscaler has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Product Support Engineer position remote, hybrid or onsite?
- The listing marks this role as remote, with Remote - USA as the location.
- What is the application deadline?
- Zscaler has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Product Support Engineer role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
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