About the company
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.
Responsibilities
- 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
Requirements
- Foundational understanding of AI/ML technologies
- 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
Conditions
- Hybrid role
- Reports to the Senior Manager, Product Support in the Customer Success department
- Supporting strategic federal customers