Designated Support Engineer III (Escazu, Costa Rica)

As a Designated Support Engineer III at Zscaler, you'll be responsible for delivering exceptional support experiences to our enterprise customers. This includes troubleshooting networking issues, collaborating with Technical Account Managers, and providing technical solutions tailored to customer needs. Your primary goal will be to build trust in our products and ensure customers derive maximum value from our technology.

To qualify for the Designated Support Engineer III position at Zscaler, you will need a minimum of 5 years of experience in support and networking. This includes proficiency in network troubleshooting and familiarity with key technologies such as SSL, HTTP/HTTPS, and authentication systems like LDAP and MS AD. Preferred qualifications include experience with data loss prevention and GRE/IPSec tunnel troubleshooting.

Essential technical skills for the Designated Support Engineer III role at Zscaler include expertise in network troubleshooting tools like Wireshark, knowledge of routing protocols (IPv4, IPv6), and understanding of DNS, load balancing, and proxies. These skills will enable you to effectively identify and resolve complex issues for our enterprise customers.

Zscaler is a fantastic place for a Designated Support Engineer III because of our commitment to fostering an inclusive and innovative work environment. We prioritize the growth and well-being of our employees with comprehensive benefits and a strong focus on diversity. You'll have the chance to work with cutting-edge security technology while enjoying hybrid work flexibility.

The Customer Success Organization at Zscaler plays a vital role in the Designated Support Engineer III position by providing a framework for delivering high-impact experiences to our customers. You'll be part of a team focused on leveraging data and insights to enhance the customer experience, ensuring that every interaction contributes to customer satisfaction and product adoption.

When answering this question, focus on outlining the specific issue you faced, the steps you took to troubleshoot, and the resolution's impact on the customer. Be sure to highlight how you communicated with the customer throughout the process.

In your response, mention tools like Wireshark, trace route, and MTR, explaining how each tool helps in effectively identifying networking problems. Share specific scenarios where you used these tools successfully.

Describe your approach to prioritization, such as assessing the severity of issues and the impact on business operations. Emphasize your ability to communicate timelines and manage expectations with customers.

Discuss any relevant experiences you have with troubleshooting SSL certificates, analyzing HTTP/HTTPS traffic, and resolving performance issues. Provide examples of how you identified the root causes of specific problems.

When answering, briefly explain the technical differences and the transition from IPv4 to IPv6, emphasizing the importance of IPv6 for the future of networking and the increasing number of devices connected to the internet.

Provide details about the context, what you collaborated on, and how that partnership improved the support experience for the customer. Highlight your communication and teamwork skills in this scenario.

Discuss your approach to active listening, being responsive, and personalizing the support experience to build trust over time. Offer examples from past experiences where you've successfully established rapport with clients.

Share methods you use to stay updated, such as attending webinars, reading industry publications, and participating in online forums. Mention relevant certifications you hold that contribute to your ongoing education.

Explain the specific situation, your actions in resolving the issue, and how you turned the interaction into a positive experience for the customer. This showcases your problem-solving and interpersonal skills.

Discuss the invaluable role that customer feedback plays in informing product development and improvements. Illustrate your thoughts with examples of how you've utilized customer insights to drive changes in the past.