# Designated Support Engineer III

**Company**: Zscaler
**Location**: Escazu, CRI
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/zscaler/jobs/5267155007?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/designated-support-engineer-iii-f0f00f8b-96b/

## Description

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!

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## Skills

### Required
- AI tools
- networking
- firewalls
- Wireshark
- Fiddler
- MTR
- traceroute
- GRE
- IPSec VPN
- PAC files
- SAML
- Kerberos
- HTTP methods
- IPv4/IPv6 routing
- DNS administration

### Nice to have
- AI technologies
- Forward Proxy
- cloud environments like AWS and Azure
- Firewall and VPN/Zero Trust environments

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/zscaler/jobs/5267155007?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)