Senior Technical Support Engineer

Description

The company is a security firm whose Zero Trust Exchange platform connects users, devices and applications from any location, and protects customers from cyberattacks and data loss. The platform runs from more than 200 public data centers worldwide and from thousands of private edge sites, making it the largest in-line cloud security platform of its kind.

The team is building an AI-native company and works with a strong focus on customers, their outcomes and each other. This is a hybrid role reporting to the Senior Manager, Product Support, within the Customer Success department, supporting strategic federal customers in secure, compliance-sensitive environments.

Responsibilities

• Take ownership of complex technical issues escalated from L1 and L2 support for federal customers
• Troubleshoot and fix problems involving the product, networks, deployments and configuration
• Run case work, troubleshooting calls and remote sessions directly with customers
• Analyze logs and traffic, and investigate root causes in detail
• Work with Engineering and Product on defects, feature gaps and product improvements

Requirements

• Comfortable working through ambiguous problems and shaping the approach as you go
• Act with ownership and integrity, moving between high-level strategy and hands-on execution
• Focused on finding solutions to hard problems, and willing to take on the most difficult challenges
• Give and receive direct, respectful feedback, and put the team's success ahead of your own
• Keen to learn, actively seek feedback and grow as a partner and teammate
• Foundational understanding of AI and ML, and experience using, securing or positioning AI-driven solutions to improve outcomes in your domain
• Australian citizenship and eligibility to undergo an NV2 security clearance
• Strong grasp of networking fundamentals: TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, VPNs, routing and firewall concepts
• Strong troubleshooting skills in enterprise network and security environments
• Experience in technical, product or escalation support, analyzing logs, packet captures, browser traces and endpoint behavior
• Preferred: Experience using AI-powered diagnostic and troubleshooting tools to speed up root-cause analysis and complex escalations
• Preferred: Knowledge of the company products such as ZIA, ZPA, ZDX or related cloud security solutions
• Preferred: Experience with Wireshark, browser developer tools, log analyzers and ticketing systems

Conditions

Hybrid working model

Location: LI-NL1 (listed as LI-Hybrid LI-NL1 in the posting)

The company follows all applicable federal, state and local pay transparency rules.

Reasonable accommodations are available during recruiting for candidates who are differently abled, have long-term or mental health conditions, sincerely held religious beliefs, are neurodivergent, or need pregnancy-related support.

Applicants must follow applicable laws, regulations and company policies on security and privacy.

Benefits

• Health plans
• Vacation and sick time off
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks