Product Support - SSL, Https, Firewall

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.

We're looking for an experienced Product Support Engineer to join our Customer Service team, reporting to Senior Manager, Product Support. This is a hybrid position, reporting into the Escazu, Costa Rica office 3 days a week.  In this position, you will:

• Provide front line phone/email consultation to independently debug complex security/network problems.
• Partner with Engineering and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to the Engineering team and Operations team. Part of this requires creating entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base.
• Help develop ongoing training programs for the department and be a mentor to other engineers on advanced troubleshooting, debugging and case management skills.
• Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle.

What We're Looking for (Minimum Qualifications)

• 3+ years of experience troubleshooting SSL, SAML, HTTP and TCP/IP
• A background in Internet and Security technologies such as SWG, Sandboxing, Proxies, Firewalls, DLP, GRE and VPNs
• The ability to analyze packet captures and HAR traces.
• Basic knowledge of linux troubleshooting commands
• Advanced written and verbal communication in English

What Will Make You Stand Out (Preferred Qualifications)

• A vendor certification such as CCNA or equivalent
• A detailed working knowledge of web based security and network infrastructure, Security Proxies, such as NGFW, SSL/IPSec VPNs, GRE, IP SLA and Firewalls
• Knowledge of technologies such as API, SCIM, ESXi, AWS, Azure and IDP's (OKTA, PingID, EntraID, etc.)

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