Principal Escalation Engineer
hace 2 semanas
Zscaler is a leading cloud-based security company that provides innovative solutions to protect enterprises from cyber threats. With a mission to make the cloud a safe place to do business, Zscaler accelerates digital transformation for thousands of enterprise customers worldwide.
As a pioneer in the security cloud space, Zscaler's Zero Trust Exchange platform protects customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
Job SummaryWe are seeking an experienced Principal Escalation Engineer to join our team in a remote capacity. As a key member of our global escalation team, you will be responsible for solving complex customer issues and collaborating with technical and non-technical professionals to drive resolution.
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 Recovery Planning: Collaborate closely with escalation managers to devise and implement impactful recovery plans for escalated accounts.
- End-to-End Issue Resolution: Resolve issues through collaborative partnership with internal Zscaler teams and customers, including reproduction of customer issues to expedite resolution.
- Product Improvement: Contribute to the improved reliability, assurance, scalability, and supportability of our products by working directly with product managers and engineering teams.
- Mentorship and Knowledge Sharing: Mentor other engineers on advanced troubleshooting, debugging, and case management skills, and create knowledge articles to share best practices.
- Product Direction and Customer Use-Cases: Understand product direction and customer use-cases, and contribute to product and code changes throughout the product cycle.
- Minimum 8+ Years of Experience: Minimum 8+ years of experience working as an escalation engineer supporting networking or web security products.
- Technical Expertise: Experience troubleshooting network issues, performance issues, and familiarity with necessary tools (Ping, Traceroute, MTR, Wireshark, SAML tracer, etc.).
- Protocol Knowledge: Experience with protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS, etc.
- Familiarity with Security Concepts: Familiarity with network security, authentication systems, VPN technologies, and operating systems.
- Education and Certifications: Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.
- Operating System Expertise: Experience with operating systems such as Linux, Unix, and Free BSD.
- Web Proxy and Server Administration: Working knowledge of web proxies, Apache, and IIS web server administration.
- Expert-Level Certifications: Expert-level certification like CCIE, CCSE, NSE, JNCIE.
- Scripting Knowledge: Scripting knowledge (SHELL, Python, Perl).
Zscaler is committed to creating an inclusive and supportive culture that values diversity, equity, and inclusion. We believe that a diverse and inclusive workplace drives innovation, productivity, and success.
We offer a comprehensive benefits program that includes various health plans, time off plans, parental leave options, retirement options, education reimbursement, and more.
Zscaler is an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees.
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