Technical Support Engineer (Hybrid, Escazú)

About the role

Zscaler is seeking a Technical Support Engineer to join its global Customer Service team. This hybrid position (three days onsite in Escazú, Costa Rica) focuses on delivering expert, hands‑on support from implementation onward, helping customers maximize the value of Zscaler’s cloud‑native security platform.

Key responsibilities

• Provide front‑line phone and email consultation to independently debug complex security and network problems.
• Partner with Engineering to assist customers with testing and troubleshooting, and relay feedback for product improvements.
• Document detailed incident resolutions in the technical support database.
• Mentor team members on advanced troubleshooting techniques and contribute to training programs.
• Analyze customer use‑cases to influence product direction throughout the product lifecycle.

Required profile

• Comfortable working in ambiguous, fast‑changing environments.
• Strong ownership mindset and customer‑obsessed attitude.
• Excellent communication skills for phone and email support.
• Ability to collaborate across global teams.

Required skills

• Deep understanding of security and networking concepts.
• Experience troubleshooting complex technical issues.
• Proficiency in documenting technical solutions.