Principal Escalation Engineer

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company's cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 
With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances. 
Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler's purpose-built security platform puts a company's defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.
***This is a remote job - it can be worked from anywhere in EMEA where Zscaler has legal presence***
The Principal Escalation Engineer will be responsible for solving some of the toughest customer issues. You would be working on highly critical escalations with exec visibility inside the organization. You would also be providing technical assistance to other internal support and escalation engineers as part of the global escalation team. The Principal Escalation Engineer will also work directly with Operations and Engineering on opening bugs and requests with all required diagnostic information.
Customer support 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 ensure that their issues are taken care of right from deployment to adding new licenses. Our main objective will be to delight our customers so that we have high retention and upsell opportunities with our clients.
Responsibilities/What You'll Do Engage with customers on critical customer situationsInterface with Engineering and/or network operations and assist the customer with testing or troubleshooting.Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teamsCreate knowledge base articlesContribute towards improving reliability, assurance and serviceability of our products by providing inputs based on in depth understanding of the product and customer use cases.Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.Other duties as assignedQualifications/Your Background Minimum 8+ years of experience working as escalation engineer supporting networking or web security products.Experience with operating systems such as Linux, Unix, and Free BSD.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, etcWorking knowledge of Web proxies, Apache and IIS Web Server administrationFamiliarity with:Network Protocol Analyzers (tcpdump, Wireshark)Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)Authentication systems such as LDAP, MS AD, SAML, Kerberos etcVPN technologies such as IPSec and VPN clientsScripting knowledge (SHELL, Python, Perl) would be appreciatedBachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.Expert level certification like CCIE, CCSE, NSE, JNCIE is preferred#LI-REMOTE
#LI-MD3
By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.
Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.
Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here . Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.
If you selected Other please tell us how you learned about this job.

Do you have the legal right to work in the country where you are applying to work?  *
--
Do you require a work permit, visa or additional right to work support for the country where you are applying to work?  *
--
If yes, please advise what support is needed:

Do you currently work for, or have you previously worked for Zscaler?  *
Please select
In consideration of Zscaler, Inc. or any of its subsidiaries (together referred to as "Zscaler") granting the opportunity to apply for a position with Zscaler, I agree (a) to use Confidential Information for the sole purpose of evaluating a position with Zscaler, (b) that I will not disclose Confidential Information to anyone outside of Zscaler, (c) that all Confidential Information disclosed by Zscaler (and any derivative works thereof) remains the property of Zscaler, and no license or other rights to Confidential Information is granted or implied, (d) not to use the systems of my current employer to access any Confidential Information or download any Confidential Information onto the systems of my current employer, (e) immediately upon request, to return or destroy all the embodiments and copies of any Confidential Information, and (f) that "Confidential Information" means any nonpublic information disclosed to me by Zscaler, which Zscaler labels or otherwise identifies as confidential or a reasonable person would understand to be confidential.
In consideration of Zscaler, Inc. or any of its subsidiaries (together referred to as "Zscaler") granting the opportunity to apply for a position with Zscaler, I agree (a) to use Confidential Information for the sole purpose of evaluating a position with Zscaler, (b) that I will not disclose Confidential Information to anyone outside of Zscaler, (c) that all Confidential Information disclosed by Zscaler (and any derivative works thereof) remains the property of Zscaler, and no license or other rights to Confidential Information is granted or implied, (d) not to use the systems of my current employer to access any Confidential Information or download any Confidential Information onto the systems of my current employer, (e) immediately upon request, to return or destroy all the embodiments and copies of any Confidential Information, and (f) that "Confidential Information" means any nonpublic information disclosed to me by Zscaler, which Zscaler labels or otherwise identifies as confidential or a reasonable person would understand to be confidential.

By proceeding with your application or engaging in the recruitment process with you acknowledge that we will collect, use, and store your personal information in accordance with the data privacy notice linked below. Should you have any concerns or questions about how your personal data is handled, please don't hesitate to reach out to ****** .
At Zscaler, we value diversity, equity, inclusion and belonging. We invite you to voluntarily respond to the question(s) below to help us measure the effectiveness of our outreach and recruitment. Responding is entirely voluntary and will not impact your application process. All responses will be kept confidential and handled in accordance with applicable privacy laws. Thank you for helping us create a more inclusive workplace.
Sex (Select one) *
Male
Female
I don't wish to answer

#J-18808-Ljbffr