Technical Support Engineer

Position:
Technical Support Engineer

Company:
Zscaler

Location:
Costa Rica, Escazú

Employment type:
Hybrid

Short Summary:
Zscaler is seeking a Technical Support Engineer to join a global, customer-focused team dedicated to delivering high-impact experiences and innovative solutions. This role involves providing expert support to ensure customers achieve their goals with Zscaler's technology.

Responsibilities:
- Provide front-line phone and email consultation to independently debug complex security and network problems.
- Partner with Engineering to assist customers with testing and troubleshooting while providing feedback on product improvements.
- Document detailed entries for incident resolutions in the technical support database.
- Mentor team members on advanced troubleshooting techniques and support the development of ongoing training programs.
- Analyze customer use-cases to provide impactful input on product direction through the entire product cycle.

Requirement:
- Foundational understanding of AI/ML technologies and experience leveraging AI-driven solutions.
- 3+ years of working experience troubleshooting SSL, HTTP, TCP/IP, Zero Trust, and Cloud Security.
- Familiarity with network transformation technologies such as MPLS, SD-WAN, or WAN Optimization.
- Working knowledge of Internet and Security technologies including SWG, Sandboxing, Firewalls, DLP, and VPNs.
- Strong ability to efficiently read and analyze packet captures (Wireshark, Tshark, tcpdump, etc.).

Benefits:
- Various health plans.
- Time off plans for vacation and sick time.
- Parental leave options.
- Retirement options.
- Education reimbursement.
- In-office perks, and more!