Principal Escalation Engineer

hace 2 semanas

Madrid, Madrid, España Zscaler A tiempo completo

**Job Summary**

We are seeking an experienced Escalation Engineer to join our team at Zscaler in a remote capacity. As a key member of our global escalation team, you will be responsible for resolving complex customer issues and collaborating with technical and non-technical professionals.

**Key Responsibilities**

  • Identify and troubleshoot complex problems in partnership with Operations and Engineering teams
  • Provide technical assistance to internal support and escalation engineers
  • Engage with customers at an account level to drive resolution and provide a holistic overview of ongoing issues
  • Collaborate with escalation managers to devise and implement recovery plans for escalated accounts
  • Contribute to the improved reliability, assurance, scalability, and supportability of our products
  • Mentor other engineers on advanced troubleshooting, debugging, and case management skills

**Requirements**

  • Minimum 8+ years of experience working as an escalation engineer supporting networking or web security products
  • Experience troubleshooting network issues, performance issues, and familiarity with necessary tools
  • Experience with protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS, etc.
  • Familiarity with network protocol analyzers and network security
  • Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications

**Preferred Qualifications**

  • Experience with operating systems such as Linux, Unix, and Free BSD

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