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Principal Escalation Engineer
hace 2 meses
We are seeking an experienced Escalation Engineer to join our team in a remote capacity and report to the Senior Escalation Manager in APJ. As a key member of a collaborative team, you will be responsible for solving complex customer issues and working closely with technical and non-technical professionals.
Key Accountabilities- Engage with customers at an account level to drive resolution and provide a holistic overview of ongoing issues across multiple Zscaler products.
- Collaborate closely with escalation managers to devise and implement impactful recovery plans for escalated accounts.
- End-to-end issue resolution through collaborative partnership with internal Zscaler teams and customers.
- Reproduce customer issues to expedite resolution and work alongside engineering and operations teams.
- Contribute towards the improved reliability, assurance, scalability, and supportability of our products by working directly with product managers and engineering teams.
- Mentor other engineers on advanced troubleshooting, debugging, and case management skills.
- 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, network security, authentication systems, and VPN technologies.
- Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.
