Staff Product Support Engineer

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform, which is found in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.

We're looking for an experienced Staff Escalation Engineer to join our Customer Service team, reporting to the Manager of Escalations. This role requires you to be in our San Jose, CA office 3 days a week.  In this position, you will:

• Respond to and resolve critical customer situations, ensuring high-quality support and effective problem-solving.
• Collaborate with Engineering and Operations teams to reproduce issues, troubleshoot, and provide actionable feedback for product improvement.
• Develop and maintain knowledge base articles and contribute insights to enhance product reliability and customer use cases.
• Mentor and assist team members, fostering a collaborative environment and advancing professional development across the organization.
• Provide input on product direction and enhancements by aligning feedback with customer needs and product requirements.

What We're Looking for (Minimum Qualifications)

• Minimum 5+ years of experience as an escalation engineer supporting networking or web security products
• Strong experience troubleshooting network and performance issues with tools such as Ping, Traceroute, MTR, Wireshark, and SAML Tracer
• Expert knowledge of networking protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS, etc.
• Hands-on experience with Linux, Unix, and FreeBSD operating systems
• Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications

What Will Make You Stand Out (Preferred Qualifications)

• Expert-level industry certifications such as CCIE, CCSE, NSE, or JNCIE.
• Familiarity with network security concepts (SSL/TLS, VPNs, Firewall, IDS/IPS) and authentication systems like LDAP, MS AD, SAML, Kerberos, etc.
• Working knowledge of scripting languages (SHELL, Python, Perl) or administration tools for Web proxies, Apache, and IIS Web Servers.

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