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# Product Support Engineer

- **Company:** Zscaler, Inc.
- **Location:** Denver, CO, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $104,000 - $130,000
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Microsoft Azure, CompTIA Security+, Databases, Software Debugging, VMware ESX Servers, Hypertext Transfer Protocols (HTTP), Internet Protocol Security (IP SEC), Virtual Private Networks (VPN), Machine Learning, Network Architecture, Security Assertion Markup Language (SAML), TCP/IP, Wide Area Networks, Web Applications, Transport Layer Security, Firewalls (Computer Science)
- **Published:** November 13, 2026
- **Apply:** https://www.builtincolorado.com/auth/login?destination=/job/product-support-engineer/12208480

## About the Role

* You are a problem-solver who is energized by finding solutions to complex technical challenges and delivering high-impact outcomes.
 * You are customer-obsessed, building deep empathy for enterprise customer needs and anchoring every action in solving real-world issues.
 * You act like an owner with a strong bias for action, taking full accountability for case resolution and team skill development.
 * You are a high-trust collaborator who works effectively with engineering partners and mentors peers to elevate team performance.
 * You are resilient and adaptable, maintaining composure and clear focus when managing high-pressure customer escalations., * Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
 * U.S. citizenship required for this position due to the nature of the customers assigned to this role
 * 3+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP, with extensive experience analyzing packet captures and HAR traces to resolve connectivity, application, and network performance issues
 * Detailed working knowledge of web-based security and network infrastructure, Security Proxies, such as NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring, and Firewalls
 * Experience handling escalations with enterprise customers and stakeholders

What Will Make You Stand Out (Preferred Qualifications)

 * Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
 * Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, API, SCIM, and ESXi
 * Vendor certification such as CCNP, CompTIA Security+, or equivalent
 * Hands-on experience with at least one public cloud platform (AWS, Azure, or GCP)

#LI-IA1 #LI-Remote

## Description

We are looking for a Product Support Engineer to join our team. This is a Remote role, reporting to the Senior Manager, Customer Support in the Product Support department. 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.
What you'll do (Role Expectations)

 * Provide first line phone/email consultation to independently debug complex security/network problems
 * Partner with Engineering and assist customers with testing or troubleshooting
 * Document detailed entries for incident resolutions in the technical support database to ensure solutions are actionable for customers and the internal team
 * Help develop ongoing training programs for the department and mentor other engineers on advanced troubleshooting, debugging, and case management skills
 * Understand product direction and customer use cases to provide input on product and code changes through all points of the product cycle