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Staff Escalations Engineer

Escazu, CRI

About Zscaler

Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability.

We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

Role

We are looking for a Staff Escalations Engineer to join our team. This is a hybrid capacity based in Costa Rica role, reporting to the Sr. Manager, Product Support. The Staff Escalations Engineer will provide world-class post-sales technical support to internal Level I & Level II Support Engineers, as well as provide direct support to customers and partners on escalated issues, as part of an escalation team. The Staff Escalations Engineer will also work directly with Operations and Engineering on opening bugs and requests with all required diagnostic information

What you’ll do (Role Expectations)

  • Engage with customers on escalated support issues or critical customer situations and participate in a 24x7 Support Operation and 24x7 on-call rotation

  • Interface with Engineering and assist the customer with testing or troubleshooting

  • Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams

  • Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base

  • Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle

Who You Are (Success Profile)

  • You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.

  • You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.

  • You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.

  • You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.

  • You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We’re Looking for (Minimum Qualifications)

  • Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain

  • 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products

  • Practical knowledge of networking and security products and enterprise network infrastructure

  • Experience troubleshooting network issues and familiarity with necessary tools such as Ping, Traceroute, and MTR

  • Hands-on experience with SD-WAN, Routing protocols (BGP, OSPF), Firewall, Switching, SSL, SWG, VPN, VDN, Ubuntu, and Python

What Will Make You Stand Out (Preferred Qualifications)

  • Experience utilizing AI-powered diagnostic tools, log analysis automation, or LLM-assisted troubleshooting to accelerate root-cause identification for complex customer escalations

  • Demonstrated experience with Zscaler products (ZIA, ZPA, ZDX) or similar cloud security platforms, including TLS/SSL inspection and authentication flows

  • Proficiency in scripting for automation, efficient troubleshooting, and reproducing complex customer environments

#LI-Hybrid #LI-IA1

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

  • Various health plans
  • Time off plans for vacation and sick time
  • Parental leave options
  • Retirement options
  • Education reimbursement
  • In-office perks, and more!

Learn more about Zscaler's hybrid working model and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.

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