Senior Technical Support Specialist

hace 5 días


San José, San José, Costa Rica Zscaler A tiempo completo

**Company Overview**

Zscaler is a leading cloud security company that processes over 50 billion transactions daily in its cloud to protect customers.

**Job Description**

We are seeking a Senior Product Support Engineer to join our growing Customer Care Organization. This role will provide world-class post-sales technical support directly to customers and partners, managing escalated issues requiring high levels of technical and communicative attention.

The ideal candidate will work with accounts needing longer-term support and more frequent check-ins, engaging with customers on escalated support issues or critical situations.

Main Responsibilities:

  • Hold daily/weekly get-well calls with customers having escalated issues
  • Engage with customers on escalated support issues or critical customer situations
  • Provide expert systems design, recommendations, and configurations
  • Perform in-depth diagnostics and troubleshooting using networking tools
  • Assist customers with testing or troubleshooting of networking or cloud service issues
  • Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering, and Operations teams
  • Maintain ticket database, logging issues and customer interactions
  • Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert

Qualifications:

  • 5+ years of support and networking experience required
  • Bachelor's Degree in Computer Science, Computer Engineering, or equivalent advanced industry certifications
  • Proven experience escalating technical customer issues
  • Very strong verbal and written communication skills (English)
  • Working knowledge of networking and security products and enterprise network infrastructure
  • Zscaler Experience a plus
  • Excellent customer-facing communication skills
  • Strong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers
  • Experience with web technologies including HTTP, SSL
  • Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
  • Authentication systems such as LDAP, MS AD etc
  • Knowledge of protocols such as HTTP, SMTP, FTP, DNS
  • Experience with operating systems such as Linux, Unix, and Free BSD
  • Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
  • Working knowledge of Apache and IIS Web Server administration


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