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 hybrid role, reporting to the Senior Manager, Product Support, requires working from the Escazu, Costa Rica office three days a week.

The Senior Product Support Engineer will provide expert consultation and independently debug complex security and network issues, working with enterprise customers. They will partner with Engineering to assist customers with testing and troubleshooting, reproduce customer issues, and provide feedback to the Engineering and Operations teams.

Role involves:

• Providing second line phone/email consultation to debug complex security/network problems.
• Partnering with Engineering and assisting the customer with testing or troubleshooting.
• Reproducing customer issues to verify problems and provide feedback to the Engineering and Operations team.
• Creating entries in the technical support database to document incident resolutions.
• Helping develop training programs and mentoring other engineers.
• Providing input on product and code changes.

Requirements:

• 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP.
• Experience handling escalations with enterprise customers.
• Detailed knowledge of web-based security and network infrastructure, Security Proxies, NGFW, IPS, SSL/IPSec VPNs, DLP, SD-WAN, GRE tunnels, IP SLA monitoring and Firewalls.
• Extensive experience analyzing packet captures and HAR traces.
• Advanced written and verbal communication in English.

Zscaler offers:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks