Principal Escalation Engineer

hace 2 semanas

Madrid, Madrid, España Zscaler A tiempo completo

Job Summary

Zscaler is seeking a highly skilled Principal Escalation Engineer to join our team. As a key member of our global escalation team, you will be responsible for solving complex customer issues and collaborating with cross-functional teams to drive resolution.

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 impactful recovery plans
  • 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
  • Working knowledge of Web proxies, Apache, and IIS Web Server administration
  • Expert level certification like CCIE, CCSE, NSE, JNCIE
  • Scripting knowledge (SHELL, Python, Perl)

About Zscaler

Zscaler is a cloud-based security company that provides a comprehensive security platform to protect businesses from cyber threats. We are committed to creating a diverse and inclusive work environment that values innovation, productivity, and success.

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