Senior Technical Support Engineer
Core
L3 Support Engineer for strategic federal customers, handling complex escalations, troubleshooting, and root cause analysis in secure environments.
Role type
Senior IC technical support engineer (federal security)
Builds
Resolved critical issues and improved product reliability for federal clients
Domain
Cybersecurity / Cloud Security / Federal Government
Deliverable
client delivery
Required skills
AI/ML fundamentals, networking (TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, VPN, routing, firewall), technical troubleshooting, log analysis, packet capture analysis, endpoint behavior analysis
Preferred skills
AI-powered diagnostic tools, Zscaler product knowledge (ZIA, ZPA, ZDX), Wireshark, browser developer tools, log analyzers, ticketing systems
Responsibilities
Handle escalated technical issues from L1/L2, troubleshoot product/network/deployment/config issues, perform log and traffic analysis, collaborate with Engineering/Product on defects
Seniority
Senior, hands-on IC
