Senior Technical Support Engineer

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

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