Senior Technical Support Engineer

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.

The Zscaler Sales and Go-to-Market team is a global group of professionals who are passionate about delighting our customers, nurturing trusted partnerships, and sharing their expertise to drive a secure, cloud-enabled digital future and further cement our position as the world leader in cloud security. Sales, Customer Success, Sales Enablement, Solution Architects, Business Development, Transformation, and Technology Partnerships all work together to demonstrate the power and agility of Zscaler cloud transformation to the world.

We're looking for an experienced Senior Technical Support Engineer to join our Focal Support Team in Costa Rica. Reporting to the Senior Manager, Focal Support, you will be responsible for:

• Taking customer cases assigned to your pod and delivering solutions aligned with their business needs
• Participating in on-call rotation for weekend issues, compensated separately from your salaried work
• Collaborating with pod members to continuously work on cases, replicating issues, testing workarounds, and driving resolutions
• Maintaining strong communication with assigned customer teams, providing regular updates, and ensuring excellent customer experiences in coordination with TAM and CSM teams
• Monitoring and addressing issues impacting multiple customers, creating thorough bug reports in Jira, and sharing solutions to build team and customer knowledge

What We're Looking for (Minimum Qualifications)

• Bachelor's degree in Computer Science, Computer Engineering or equivalent industry certifications
• 5+ years of support and networking experience
• Experience with network troubleshooting tools like Wireshark, trace route, and MTR
• Proven expertise with HTTP/HTTPS troubleshooting, IPv4/IPv6, DNS, proxies, firewalls, and packet filtering
• Background in GRE/IPSec tunnel troubleshooting and load balancing concepts

What Will Make You Stand Out (Preferred Qualifications)

• Authentication systems like LDAP, MS AD, etc.
• Microsoft Windows, MacOS, Linux troubleshooting expertise
• Experience with PAC files, proxies, and Zscaler products
• Working knowledge of networking/security products and enterprise network infrastructure
  
  

#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.