Senior Technical Support Engineer at ZSCALER INC

Escazú, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

09 Mar, 26

Salary

0.0

Posted On

09 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

SSL Troubleshooting, SAML Troubleshooting, HTTP Troubleshooting, TCP/IP Troubleshooting, Web-Based Security, Network Infrastructure, Security Proxies, Packet Capture Analysis, HAR Trace Analysis, Advanced Communication Skills, Case Management, Mentoring, Product Feedback, Cloud Technologies, API Knowledge, Vendor Certification

Industry

Computer and Network Security

Description

About Zscaler Zscaler accelerates digital transformation so our customers can be more agile, efficient, resilient, and secure. Our cloud native Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges and want to make a positive difference on a global scale, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth. We're looking for an experienced Senior Technical Support Engineer to join our Customer Service team, reporting to Senior Manager, Product Support. This is a hybrid position, requiring onsite presence at our Escazú, Costa Rica office three days a week. In this role, you will: Provide second-line consultation via email/phone to independently debug complex security/network issues Collaborate with Engineering and customers to test and troubleshoot to resolve escalated problems Document incident resolutions in an online technical database and update knowledge base entries Mentor engineers in advanced troubleshooting and case management, and assist in developing training programs Offer feedback on product and code changes throughout the product lifecycle What We're Looking for (Minimum Qualifications) 5+ years of experience troubleshooting SSL, SAML, HTTP and TCP/IP Experience handling escalations with enterprise customers and stakeholders Detailed working knowledge of web-based security and network infrastructure, Security Proxies, such as NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring and Firewalls Extensive experience analyzing packet captures and HAR traces to troubleshoot connectivity, application, and network performance issues Advanced written and verbal English communication skills What Will Make You Stand Out (Preferred Qualifications) A background in Internet and Security technologies such as SWG, Sandboxing, PAC files, API, SCIM, ESXi A vendor certification such as CCNP, CompTIA Security+ or equivalent Hands-on experience with at least one public cloud (AWS/Azure/GCP) #LI-Hybrid #LI-IA1 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 Future of Work strategy, hybrid working model, and benefits here. 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 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.

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Responsibilities

The Senior Technical Support Engineer will provide second-line consultation to debug complex security and network issues and collaborate with Engineering and customers to resolve escalated problems. They will also document incident resolutions and mentor engineers in advanced troubleshooting.