Staff Technical Support Engineer

Description • Zscaler, a recognized pioneer and global leader in zero trust security, is seeking a highly skilled and experienced Staff Technical Support Engineer to join our dynamic Global Customer Services (GCS) team. This is a pivotal remote role based in India, where you will serve as a technical leader within the Engineering Center of Excellence. You will report to a senior leader within the department and collaborate extensively with Support, Technical Account Managers, Engineering, QA, Operations, and Product Management to elevate the technical expertise across our customer-facing teams and identify strategic opportunities for enhanced efficiency and effectiveness. • As one of our top-level technical leaders, your primary mission will be to empower the Global Customer Services organization to deliver unparalleled support and to channel critical customer insights and product feedback directly back into our product development lifecycle. You will be instrumental in shaping the future of Zscaler's support operations and product evolution. • Your responsibilities will encompass owning the technical leadership strategy for customer-facing teams within GCS. This involves developing comprehensive training materials, in close partnership with development engineering, to proactively address emerging trends in customer issues and to bridge any identified engineer skill gaps. You will be responsible for delivering this technical training directly or by enabling Subject Matter Experts (SMEs) to lead training sessions effectively. • A key aspect of this role is to set the strategic direction for how customer feedback and real-world product use cases are systematically fed back into the product teams. This requires a deep understanding of customer challenges and Zscaler's technology to advocate for impactful product improvements. • You will also be tasked with identifying critical product supportability gaps. This involves not just identifying issues but also developing innovative tools, features, or process enhancements that significantly improve troubleshooting efficiency and the overall customer support experience. Your work will directly contribute to reducing resolution times and increasing customer satisfaction. • This role demands a proactive and strategic approach to technical enablement. You will analyze support trends, identify root causes of recurring issues, and translate these findings into actionable training programs and product enhancement requests. Your ability to bridge the gap between complex technical challenges and clear, effective communication will be crucial. • You will act as a trusted advisor to leadership, providing insights on technical strategy, customer sentiment, and potential areas for innovation within the support domain. Your influence will extend to shaping the technical roadmap for customer service operations. • The ideal candidate will possess a deep understanding of networking, cloud security, and performance management principles, with a proven ability to quickly master new and complex technologies. This role is ideal for someone who thrives in a fast-paced, evolving environment and is passionate about leveraging technology to solve challenging problems and drive significant business impact. • You will be a key player in ensuring Zscaler continues to provide world-class support, contributing to our reputation as a leader in cybersecurity. Your efforts will directly impact customer loyalty, product adoption, and Zscaler's overall success in the market. This is an opportunity to make a tangible difference in a rapidly growing, innovative company. • We are looking for individuals who are not afraid to build the path as they walk it, embracing ambiguity as an opportunity for innovation and meaningful creation. You will operate with a strong sense of ownership, demonstrating a bias for action fueled by a genuine passion for Zscaler's mission and a commitment to integrity. Your ability to seamlessly transition between high-level strategic thinking and hands-on execution will be essential for success. • As a problem-solver, you will be driven to tackle complex challenges head-on, laser-focused on identifying and implementing effective solutions that deliver the greatest impact. You will be a high-trust collaborator, prioritizing team success and fostering a culture of constructive feedback, candor, and respect to build strong, effective working relationships. • A continuous learner with a growth mindset, you will be obsessed with your own development, actively seeking feedback to enhance your capabilities as a partner and teammate. Your passion for your work and your commitment to making a positive difference on a global scale will be evident in everything you do. • This role is critical in ensuring Zscaler's continued leadership in the cybersecurity space by enhancing the technical proficiency and effectiveness of our customer-facing teams, thereby improving the overall customer experience and driving product innovation. Requirements • 8+ years of support and networking experience as an SME specializing primarily in ZPA technology with ZCC as a backup. • Expertise in networking, cloud security, and performance management with the ability to quickly master new technologies. • Proven effectiveness at collaborating and building consensus across cross-functional teams and organizations. • Experience advising leadership at the Director level and above on technical strategy and voice of the customer. • Experience developing new processes, tools, or product features to improve troubleshooting efficiency. • Bachelor's degree in computer science, computer engineering, or equivalent advanced industry experience/certifications. ️ Benefits • Various health plans • Time off plans for vacation and sick time • Parental leave options • Retirement options • Education reimbursement • In-office perks, and more!