Product Support Engineer - SSL, Https, Firewall

Zscaler, a leading cloud security company serving thousands of enterprise customers worldwide, is seeking a Senior Product Support Engineer to join their Customer Service team. This hybrid position, based in Escazu, Costa Rica, reports to the Senior Manager of Product Support.

Responsibilities include:

• Providing second-line phone/email support for complex security/network issues
• Partnering with Engineering for customer testing and troubleshooting
• Reproducing and documenting customer issues
• Developing training programs and mentoring other engineers
• Providing input on product and code changes throughout the product cycle

The ideal candidate should have:

• 2+ years of experience troubleshooting SSL, HTTP, and TCP/IP
• Knowledge of network transformation technologies (MPLS, SD-WAN, WAN Optimization)
• Ability to read packet captures
• Design and implementation experience

Preferred qualifications:

• Exposure to Terraform
• Background in Internet and Security technologies (SWG, Sandboxing, Firewalls, DLP, VPNs)
• Vendor certification (e.g., CCNA or equivalent)
• Knowledge of web-based security and network infrastructure
• Hands-on experience with at least one public cloud (AWS/Azure/GCP)

Zscaler offers comprehensive benefits, including various health plans, flexible time off, parental leave, retirement options, and education reimbursement. The company is committed to diversity, equity, and inclusion, fostering a culture where everyone belongs.

Join Zscaler's Engineering team in building and enhancing the world's largest cloud security platform, with over 100 patents and a global footprint serving users in 185 countries. This role offers an opportunity to work with cutting-edge technology and contribute to the company's mission of making the cloud a safe place for business.