Technical Support Engineer – Hybrid (Escazú, Costa Rica)

About the role

We are seeking a Technical Support Engineer to join Zscaler’s Customer Service team in Escazú, Costa Rica. The role is hybrid, requiring three days on‑site per week, and focuses on delivering expert, hands‑on assistance from implementation through ongoing support, helping customers maximise the value of Zscaler’s cloud‑native Zero Trust Exchange platform.

Key responsibilities

• Provide front‑line phone and email support, independently diagnosing and resolving complex security and network issues.
• Collaborate with Engineering to test, troubleshoot, and relay product feedback.
• Document detailed incident resolutions in the technical support database for internal and customer reference.
• Mentor teammates on advanced troubleshooting techniques and contribute to training programs.
• Analyse customer use‑cases and supply actionable insights that influence product direction throughout its lifecycle.

Required profile

• Comfortable working in ambiguous, fast‑moving environments and building solutions on the fly.
• Strong ownership mindset with a customer‑obsessed attitude.
• Excellent communication skills, both written and verbal.

Required skills

• Security and network troubleshooting.
• Experience with cloud‑based security platforms (e.g., Zero Trust).

What we offer

• Opportunity to work with cutting‑edge AI‑driven security technology.
• Collaborative, high‑performance team culture.
• Hybrid work arrangement with three days on‑site.