• Troubleshoot technical issues related to Voice, Platform Applications, and Segment • Maintain customer promises by keeping tickets updated within SLA • Use feedback to improve customer experience and debugging strategies • Improve team efficiency by creating internal content and improving the KCS knowledge base • Work closely with the product team and account team to improve customer satisfaction • Participate in an on-call rotation to support our Enterprise level customers with paid support plans

• Develop deep expertise in our product suite to confidently support customer needs • Respond to customer inquiries via email and phone in a timely, accurate, and personable manner • Research, troubleshoot, and resolve technical issues, including complex or advanced cases • Provide best practice guidance to customers using our email marketing and automation tools • Escalate cases appropriately and collaborate cross-functionally to drive resolution • Share customer insights with Product and internal teams to enhance the in-app user experience • Maintain and contribute to internal documentation and knowledge resources • Stay current on new product features, updates, and evolving support processes

• Answer incoming calls, respond to customer inquiries, and resolve complaints promptly and professionally. • Assist customers with integrating and optimizing Cohere’s API and tools via email, chat, call center calls, ticket system, and Discord. • Create and update self-service resources like documentation, tutorials, and FAQs to empower users and reduce ticket volume. • Track and prioritize support tickets, ensuring timely follow-ups and clear communication. • Share customer insights with Product and Engineering teams to influence roadmap decisions and improve user experience. • Leverage internal tools to identify opportunities for automation and process enhancement.

About Zscaler Zscaler is a pioneer and global leader in zero trust security. The world’s largest businesses, critical infrastructure organizations, and government agencies rely on Zscaler to secure users, branches, applications, data & devices, and to accelerate digital transformation initiatives. Distributed across more than 160 data centers globally, the Zscaler Zero Trust Exchange platform combined with advanced AI combats billions of cyber threats and policy violations every day and unlocks productivity gains for modern enterprises by reducing costs and complexity. Here, impact in your role matters more than title and trust is built on results. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership and accountability. We champion an “AI Forward, People First” philosophy to help us accelerate and innovate, empowering our people to embrace their potential. If you’re driven by purpose, thrive on solving complex challenges and want to make a positive difference on a global scale, we invite you to bring your talents to Zscaler to help shape the future of cybersecurity. We are looking for a Product Support Engineer to join our Customer Support department. This is a fully remote U.S. role, reporting to the Senior Manager, Customer Support. As part of our global Customer Success Organization, you will be dedicated to delivering high-impact experiences and identifying innovative solutions for our customers. You will leverage data and research to provide expert, hands-on support, ensuring clients achieve their goals and utilize our technology to its fullest potential. What you’ll do (Role Expectations) - 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 Who You Are (Success Profile) - You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful. - You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. Your true ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution. - You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact. - You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. - You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. What We’re Looking for (Minimum Qualifications) - 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 What Will Make You Stand Out (Preferred Qualifications) - Experience supporting SD-WAN deployments, including policies, path selection, and performance troubleshooting - Technical familiarity with network security technologies such as NGFW, proxy/SWG, IPSec/SSL VPN, or ZTNA - Relevant industry certifications such as CCNA/CCNP, CompTIA Network+, or CompTIA Security+ #LI-Remote #LI-RL2 Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training. The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits. Base Pay Range $87,500—$125,000 USD At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure. Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: - Various health plans - Time off plans for vacation and sick time - Parental leave options - Retirement options - Education reimbursement - In-office perks, and more! Learn more about Zscaler’s Future of Work strategy, hybrid working model, and benefits here. By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines. Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link. Pay Transparency Zscaler complies with all applicable federal, state, and local pay transparency rules. Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.