Principal Escalation Engineer

Zscaler, a leading cloud security company serving thousands of enterprise customers including 40% of Fortune 500 companies, is seeking a Principal Escalation Engineer for their EMEA team. This remote position reports to the Sr Manager of International Escalations based in APJ.

As a Principal Escalation Engineer, you will:

• Engage with customers at an Account Level to resolve issues across multiple Zscaler products
• Collaborate with escalation managers to design and implement recovery plans for escalated accounts
• Work with internal Zscaler teams and customers for end-to-end issue resolution
• Contribute to product improvement by working with product managers and engineering teams
• Understand product direction and customer use-cases, contributing to product and code changes

Requirements:

• 8+ years of experience as an escalation engineer supporting networking or web security products
• Expertise in troubleshooting network and performance issues
• Proficiency with protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS
• Familiarity with network protocol analyzers, network security, authentication systems, and VPN technologies
• Bachelor's degree in Computer Science/Engineering or equivalent advanced industry certifications

Preferred qualifications:

• Experience with Linux, Unix, and Free BSD operating systems
• Expert level certifications (CCIE, CCSE, NSE, JNCIE)
• Scripting knowledge (SHELL, Python, Perl)

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

Join Zscaler's engineering team in building and enhancing the world's largest cloud security platform, contributing to a company with over 100 patents and a global footprint of more than 15 million users in 185 countries.