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Lead Escalation Engineer
hace 2 meses
We are seeking an experienced Principal Escalation Engineer to join our team at Zscaler. As a key member of our global escalation team, you will be responsible for solving complex customer issues and collaborating with technical professionals to identify and troubleshoot critical problems.
Key Responsibilities- Customer Engagement: Engage with customers at an account level to drive resolution and provide a holistic overview of ongoing issues across multiple Zscaler products.
- Collaboration and Partnership: Collaborate closely with escalation managers to devise and implement impactful recovery plans for escalated accounts, and work in partnership with internal teams and customers to resolve issues.
- Issue Resolution: End-to-end issue resolution through collaborative partnership with internal Zscaler teams and customers, including reproducing customer issues to expedite resolution.
- Knowledge Sharing: Contribute to the improvement of product reliability, assurance, scalability, and supportability by working directly with product managers and engineering teams, and mentor other engineers on advanced troubleshooting and debugging skills.
- Product Understanding: Understand product direction and customer use cases, and contribute to product and code changes throughout the product cycle.
- Experience: Minimum 8+ years of experience working as an escalation engineer supporting networking or web security products.
- Technical Skills: Experience troubleshooting network issues, performance issues, and familiarity with necessary tools, including protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS, etc.
- Education: Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.
- Operating Systems: Experience with operating systems such as Linux, Unix, and Free BSD.
- Web Proxies: Working knowledge of Web proxies, Apache, and IIS Web Server administration.
- Scripting Knowledge: Scripting knowledge in SHELL, Python, or Perl.
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. We offer a range of benefits to support our employees' well-being and career development, including various health plans, time off plans, parental leave options, retirement options, education reimbursement, and more.
