Provide end-to-end technical support for Zscaler products, troubleshooting complex security and networking issues with strong case ownership
Triage problems by gathering technical details, reviewing logs, and isolating root causes across SSL/TLS, DNS, SAML, and TCP/IP flows
Collect and analyze diagnostic artifacts, including packet captures and HAR traces, to identify misconfigurations or environmental factors
Partner with Engineering and senior resources to reproduce issues, share findings, and validate defect resolutions
Drive operational excellence by adhering to SLAs, maintaining high case hygiene, and documenting resolutions to improve team efficiency

Requirements

U.S. citizenship is required for this position due to the nature of the assigned customer base
3+ years of experience in technical support, network support, or a related customer-facing technical role
Working knowledge of network and web fundamentals, including TCP/IP, DNS, HTTP/S, and TLS/SSL
Proven experience troubleshooting identity and access flows such as SAML or OIDC in enterprise environments
Ability to capture and interpret troubleshooting data, such as packet captures and HAR files, and communicate findings clearly.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportnetwork supporttroubleshootingSSL/TLSDNSSAMLTCP/IPpacket capturesHAR tracesidentity and access management

Soft Skills

case ownershipcommunicationproblem-solvingcollaborationoperational excellenceattention to detaildocumentation