Senior Technical Support Engineer

Melbourne, AUS · Canberra · Sydney, AUS · Melbourne · Sydney · Posted Oct 7, 2026

At a glance

Zscaler is looking for an L3 Support Engineer to join the Customer Success department and support strategic federal customers.
This hybrid role requires strong technical troubleshooting skills, sound judgment, and the ability to manage complex escalations in secure and compliance-sensitive environments.
You will collaborate closely with customers, internal support teams, Engineering, and cross-functional stakeholders to drive timely resolution of critical issues.

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

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

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