[All remote jobs](https://jobicy.com/jobs.md)[![Zscaler logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/b3234031-221.png)](https://jobicy.com/company/zscaler.md)[Zscaler](https://jobicy.com/company/zscaler.md) # Senior Technical Support Engineer Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/zscaler.md)ShareRemote from[Australia](https://jobicy.com/job-region/australia.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceSeniorPublished25 Oct 2026Apply before24 Nov 2026Listing views28Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. This Senior Technical Support Engineer role provides L3 escalation support for strategic federal customers using a cloud security platform. The engineer investigates complex network, product, deployment, and configuration issues through logs, packet captures, browser traces, and remote troubleshooting sessions. Success requires strong knowledge of enterprise networking and security concepts, disciplined customer communication, and close collaboration with Engineering and Product teams. The position also requires Australian citizenship and eligibility for NV2 security clearance, reflecting the compliance-sensitive federal customer environment. It is a hybrid, full-time role with Australian location eligibility. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role handles L3 escalations for federal customers, where issues can be technically complex, security-sensitive, and business-critical. It requires deep network troubleshooting, root-cause investigation, sound judgment, and coordination across customers and internal engineering teams. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$130,000US market range (per year)$105k–$160k0$176k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. Estimated annual market compensation is shown in USD for a senior L3 technical support engineer specializing in enterprise networking and cloud security; the annual cadence is inferred from the full-time senior professional role. ## Core skills Skills and capabilities most closely associated with this opportunity. [L3 technical support](https://jobicy.com/jobs?search_keywords=L3%20technical%20support.md)[Enterprise networking](https://jobicy.com/jobs?search_keywords=Enterprise%20networking.md)[TCP/IP](https://jobicy.com/jobs?search_keywords=TCPIP.md)[DNS](https://jobicy.com/jobs?search_keywords=DNS.md)[SSL/TLS](https://jobicy.com/jobs?search_keywords=SSLTLS.md)[VPN troubleshooting](https://jobicy.com/jobs?search_keywords=VPN%20troubleshooting.md)[Proxy configuration](https://jobicy.com/jobs?search_keywords=Proxy%20configuration.md)[Packet capture analysis](https://jobicy.com/jobs?search_keywords=Packet%20capture%20analysis.md)[Wireshark](https://jobicy.com/jobs?search_keywords=Wireshark.md)[Log analysis](https://jobicy.com/jobs?search_keywords=Log%20analysis.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[Cloud security](https://jobicy.com/jobs?search_keywords=Cloud%20security.md)[Customer escalation management](https://jobicy.com/jobs?search_keywords=Customer%20escalation%20management.md)[Zscaler ZIA](https://jobicy.com/jobs?search_keywords=Zscaler%20ZIA.md)[Zscaler ZPA](https://jobicy.com/jobs?search_keywords=Zscaler%20ZPA.md) Sample interview questionsHow would you investigate a customer report that users cannot access a web application through a secure proxy?I would first define the scope by identifying affected users, locations, applications, and timing. I would review proxy and policy logs, DNS resolution, TLS handshake details, authentication events, and relevant packet captures or browser traces. I would then isolate whether the cause is policy configuration, routing, certificate handling, application behavior, or a platform issue, communicate findings and workarounds, and escalate with complete diagnostic evidence if needed. Describe your approach to handling a critical escalation from a federal customer. I would establish severity, customer impact, security implications, and the required communication cadence immediately. I would collect reproducible evidence, assign clear owners for investigation tasks, document actions in the case, and provide concise updates that distinguish confirmed facts from hypotheses. If Engineering involvement is needed, I would submit a structured escalation with logs, timestamps, topology, impact, and steps already taken. What information do you look for in a packet capture when troubleshooting a connectivity issue? I examine DNS lookup results, TCP handshakes, retransmissions, resets, routing behavior, TLS negotiation, certificate details, HTTP response codes, and latency patterns. I compare successful and failing flows when possible to identify where behavior diverges. This helps determine whether the fault is on the endpoint, network path, security service, or destination application. How do you balance rapid incident resolution with security and compliance requirements? I prioritize safe, evidence-based actions and follow approved access, data-handling, and change-control processes. I avoid requesting or exposing unnecessary sensitive information, document decisions, and involve security or compliance stakeholders when risk is uncertain. A fast workaround is valuable only if it does not weaken required controls or create an untracked security exception. How would you collaborate with Product and Engineering when a customer issue may indicate a defect? I would provide a concise problem statement, business impact, environment details, timestamps, logs, packet captures, expected versus actual behavior, and reproducible steps. I would validate the issue against known defects and configuration guidance before escalation. Throughout the investigation, I would keep the customer informed, track Engineering feedback, and confirm the fix in the customer environment before closing the case. Opportunity details ## About this role. Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform. We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler. Role We are looking for an L3 Support Engineer to join our team. This is a hybrid role, reporting to the Senior Manager, Product Support in the Customer Success department. Supporting strategic federal customers, this role requires strong technical troubleshooting skills, sound judgment, and the ability to manage complex escalations in secure and compliance-sensitive environments. You will work closely with customers, internal support teams, Engineering, and cross-functional stakeholders to drive timely resolution of critical issues while maintaining high standards of customer communication, security awareness, and operational discipline. What you’ll do (Role Expectations) * Handle complex technical issues escalated from L1 and L2 support teams for federal customers * Troubleshoot and resolve product, network, deployment, and configuration-related issues * Work directly with customers through case handling, troubleshooting calls, and remote sessions * Perform detailed log analysis, traffic analysis, and root cause investigation * Collaborate with Engineering and Product teams on defects, feature gaps, and product improvements 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. 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) * Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain * Australian citizenship and eligibility to undergo an NV2 security clearance * Strong understanding of networking fundamentals, including TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, VPN, routing, and firewall concepts * Strong troubleshooting skills in enterprise network and security environments * Experience in technical support, product support, or escalation support roles with ability to analyze logs, packet captures, browser traces, and endpoint behavior What Will Make You Stand Out (Preferred Qualifications) * Experience leveraging AI-powered diagnostic and troubleshooting tools to accelerate root-cause analysis and complex escalation management * Knowledge of Zscaler products such as ZIA, ZPA, ZDX, or related cloud security solutions * Experience with tools such as Wireshark, browser developer tools, log analyzers, and ticketing systems #LI-Hybrid #LI-NL1 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 hybrid working model and benefits [here](https://www.zscaler.com/candidate-resource-hub). 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](https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)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. Show more [Apply now >](https://jobicy.com/jobs/156968-senior-technical-support-engineer.md) > Annual salary information is not provided for this position. 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