Designated Support Engineer III

Zscaler is seeking a Designated Support Engineer III to join their team in Escazu, Costa Rica. This is a hybrid role that reports to the Manager, Focal Support in the Support department. The successful candidate will be responsible for resolving complex and critical issues escalated from Level I and Level II support engineers.

Responsibilities:

• Provide second-line phone and email consultation to independently debug complex security and network problems.
• Interface with Engineering and assist customers with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams.
• Create entries in the technical support online database to accurately document incident resolutions not found in the knowledge base.
• Understand product direction and customer use cases, and provide input on product and code changes throughout the product cycle.

Requirements:

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving.
• 5+ years of support and networking experience, including general firewalls and packet filtering troubleshooting.
• Proficient in using Wireshark, Fiddler, MTR, and traceroute to analyze network and application protocols, isolate faults, diagnose packet loss, and resolve unexpected session resets.
• Hands-on experience configuring and troubleshooting GRE and IPSec VPN tunnels, combined with leveraging PAC files to optimize network pathing and traffic flow.
• Deep expertise in enterprise authentication (SAML, Kerberos), application-layer mechanics (HTTP methods), IPv4/IPv6 routing, and DNS administration.

Benefits:

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