Senior Technical Support Engineer

Responsibilities Take customer cases assigned to your pod and deliver solutions aligned with their business needs. Participate in on‑call rotation for weekend issues, compensated separately from salaried work. Collaborate with pod members to continuously work on cases, replicate issues, test workarounds, and drive resolutions. Maintain strong communication with assigned customer teams, providing regular updates and ensuring excellent customer experiences in coordination with TAM and CSM teams. Monitor and address issues impacting multiple customers, create thorough bug reports in Jira, and share solutions to build team and customer knowledge. Minimum Qualifications Bachelor’s degree in Computer Science, Computer Engineering or equivalent industry certifications. 5+ years of support and networking experience. Experience with network troubleshooting tools like Wireshark, trace route, and MTR. Proven expertise with troubleshooting, IPv4/IPv6, DNS, proxies, firewalls, and packet filtering. Background in GRE/IPSec tunnel troubleshooting and load balancing concepts. Preferred Qualifications Authentication systems like LDAP, MS AD, etc. Microsoft Windows, MacOS, Linux troubleshooting expertise. Experience with PAC files, proxies, and Zscaler products. Working knowledge of networking/security products and enterprise network infrastructure. Benefits Various health plans. Time off plans for vacation and sick time. Parental leave options. Retirement options. Education reimbursement. In‑office perks, and more! 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. 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. #J-18808-Ljbffr Framework Ventures