Principal Escalation Engineer

Zscaler's Global Escalation department is responsible for providing troubleshooting and advanced technical support services to a wide range of internal and external clients across many industries. We are responsible for keeping our customer's network protected and ensuring that their issues are taken care of from deployment to adding new licenses. Our main objective is to delight our customers so that we have high retention and upsell opportunities with our clients.

As Principal Escalation Engineer, you will be responsible for solving some of our toughest and highest profile customer issues. You will be a key member of a collaborative team,  working on highly critical escalations with a wide range of technical and non-technical professionals including Executive and C-level board members. As part of the global escalation team, you will be responsible for identifying and troubleshooting some of the most complex problems in partnership with our Operations and Engineering teams as well as providing technical assistance to other internal support and escalation engineers

Responsibilities/What You’ll Do:

• Engage with customers at an Account Level to drive to resolution whilst providing 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 (i.e. Engineering, Product Management, Executive leadership, Professional Services, TAMs etc) and our Customers.
• Reproduce customer issues to expedite resolution and work alongside Engineering and operations.
• 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, case management skills and create knowledge article; actively seek mentoring from others to improve own knowledge and understanding
• Understand the product direction and customer use-cases. Contribute to product and code changes throughout the product cycle.
• Any other duties as assigned

Qualifications

Required:

• Minimum 8+ years of experience working as escalation engineer supporting networking or web security products.
• Experience troubleshooting network issues, performance issues and familiarity with the necessary tools. (Ping, Traceroute, MTR, wireshark, saml tracer, etc)
• Expert knowledge of protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS, etc
• Familiarity with:
• Network Protocol Analyzers (tcpdump, Wireshark)
• Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS, ZTNA)
• Authentication systems such as LDAP, MS AD, SAML, Kerberos etc
• VPN technologies such as IPSec and VPN clients
• Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.

Good to have:

• 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 is preferred
• Scripting knowledge (SHELL, Python, Perl) 

#LI-REMOTE

#LI-MD3