Taking applicationsTechnical Support·Posted 2d ago
Senior Technical Support Engineer
Zscaler
Australia
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Australia
EnglishSenior level
About the role
Senior technical support role handling L3 escalations for strategic federal customers in Australia. It requires Australian citizenship and NV2 clearance eligibility and focuses on network and security troubleshooting with direct customer communication.
What you'll do
- 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
What you'll need
- Australian citizenship
- Eligibility to undergo an NV2 security clearance
- Strong understanding of networking fundamentals
- Strong troubleshooting skills in enterprise network and security environments
- Experience in technical support, product support, or escalation support roles
- Foundational understanding of AI/ML technologies
Skills
Networking fundamentals (TCP/IP, DNS, HTTP/HTTPS, SSL/TLS)Enterprise network and security troubleshootingLog and packet capture analysisRoot cause investigationAI/ML understandingCloud security knowledge (ZIA, ZPA, ZDX preferred)Wireshark and browser developer toolsCustomer communication
Benefits
Comprehensive and inclusive benefits
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