Escalation Engineer

Zscaler, a leading enterprise security company, is seeking an experienced Escalation Engineer to join their Customer Success team. Reporting to the Escalation Manager, you'll be responsible for engaging with customers on escalated support issues, participating in 24x7 support operations, working with Engineering to assist customers with testing and troubleshooting, reproducing customer issues, documenting incident resolutions, developing training programs, and contributing to product improvements.

Key responsibilities include:

• Engaging with customers on escalated support issues
• Participating in 24x7 support operations and on-call rotation
• Collaborating with Engineering to assist customers with testing and troubleshooting
• Reproducing customer issues and providing feedback to Engineering and Operations teams
• Documenting incident resolutions in the technical support database
• Developing ongoing training programs for the department
• Contributing to product and code changes throughout the product cycle

The ideal candidate will have:

• 8+ years of experience as a Support Engineer supporting networking or web security products
• 7+ years of experience with Linux, Unix, and FreeBSD operating systems
• Strong troubleshooting skills for network issues
• Experience with protocols such as HTTP, SMTP, FTP, DNS
• Working knowledge of networking and security products and enterprise Network Infrastructure

Preferred qualifications include experience with:

• Network Protocol Analyzers (tcpdump, Wireshark)
• Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
• Authentication systems (LDAP, MS AD)
• VPN technologies (IPSec and VPN clients)
• Zscaler product experience
• Scripting knowledge (SHELL, Python)

Zscaler offers a comprehensive benefits package, including various health plans, flexible time off, parental leave, retirement options, and education reimbursement. The company is committed to diversity, equity, and inclusion, fostering a culture where everyone belongs.

Join Zscaler to be part of a fast-paced, collaborative environment where you can make a significant impact on enterprise security and digital transformation.