Technical Support Engineer

About Zscaler Zscaler is a pioneer and global leader in zero trust security. The world’s largest businesses, critical infrastructure organizations, and government agencies rely on Zscaler to secure users, branches, applications, data & devices, and to accelerate digital transformation initiatives. Distributed across more than 160 data centers globally, the Zscaler Zero Trust Exchange platform combined with advanced AI combats billions of cyber threats and policy violations every day and unlocks productivity gains for modern enterprises by reducing costs and complexity. 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 champion an AI Forward, People First philosophy to help us accelerate and innovate, empowering our people to embrace their 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 to help shape the future of cybersecurity. Role We are looking for an experienced Technical Support Engineer to join our Customer Service team, reporting to the Manager, Product Support. This is a hybrid position based in Escazú, Costa Rica, requiring you to be onsite three days per week. You will be part of a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. Your focus will be on providing expert, hands‑on support from the implementation phase and beyond to ensure customers achieve their goals and leverage our technology to its fullest potential within a customer‑centric culture that fosters success and continuous growth. What you’ll do (Role Expectations) 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 to ensure solutions are actionable for customers and the internal team 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 Who You Are (Success Profile) You thrive in ambiguity. You’re comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful. You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high‑level strategy and hands‑on execution. You are a problem‑solver. You love running towards the challenges because you are laser‑focused on finding the solution, knowing that solving the hard problems delivers the biggest impact. You are a high‑trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. What We’re Looking for (Minimum Qualifications) 2+ years of experience troubleshooting SSL, and TCP/IP Familiarity with network transformation technologies such as MPLS, SD‑WAN, or WAN Optimization Background knowledge of Internet and Security technologies including SWG, Sandboxing, Firewalls, DLP, and VPNs Strong ability to efficiently read and analyze packet captures Bachelor’s degree in a technical field or equivalent professional experience What Will Make You Stand Out (Preferred Qualifications) Experience using Terraform for network configurations Vendor certifications such as CCNA or equivalent technical credentials Working knowledge of web‑based security including Security Proxies, NGFW, and SSL/IPSec VPNs Benefits 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. Equal Employment Opportunity 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. Accommodations 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. Required Skills Firewall, CCNA, TCP/IP, Terraform, Required languages: English #J-18808-Ljbffr Zscaler