Senior Product Support - SSL, Https, Firewall (Escazu, Costa Rica) at Zscaler

Zscaler is seeking a Senior Product Support Engineer to join their Customer Service team. This role involves providing expert support to enterprise customers, working closely with Engineering, and contributing to training programs. The ideal candidate will possess strong troubleshooting skills and a deep understanding of web-based security and network infrastructure.

Zscaler is committed to diversity and inclusion and offers comprehensive benefits to its employees.

Responsibilities:

• Provide second-line phone/email consultation to debug complex security/network problems.
• Partner with Engineering and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to the Engineering and Operations team.
• Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base.
• Help develop ongoing training programs for the department and be a mentor to other engineers on advanced troubleshooting, debugging and case management skills.
• Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle.

Requirements:

• 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 communication in English.

The role offers:

• Hybrid work from Escazu, Costa Rica office 3 days a week.