Sr. Staff Escalations Engineer

About Zscaler

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.

Job Description

The Sr. Staff Escalation Engineer will be responsible for you will drive the isolation/mitigation/resolution on customer escalations. You would also be providing technical assistance to other internal support and engineers as part of the Customer Reliability Engineering(CRE) escalation team. The Sr. Staff Escalation Engineer will also work directly with Operations and Engineering on opening bugs and requests with all required diagnostic information.

Responsibilities/What You’ll Do:

• You will work on complex customer issues and drive the debugging, isolation, mitigation and resolution of them
• Engage with Support team on critical customer situations.
• Interface with Support Team, Engineering and/or network operations and assist the customer with  troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams.
• You will work on the strategic root cause analysis of the customer issues and come up with the changes in the product to address them.
• You will come up with the changes in the product to reduce the number of incoming escalations.
• Create knowledge base articles
• Contribute 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.

Qualifications/Your Background:

• Minimum 8+ years of experience working as escalation engineer supporting networking, proxy or web security products.
• Experience troubleshooting network issues, application layer 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, FTP, DNS, etc
• Working knowledge of SSL/TLS, VPNs, Firewall, IDS/IPS
• Familiarity with: Network Protocol Analyzers (tcpdump, Wireshark)
• Authentication systems such as LDAP, MS AD, SAML, Kerberos etc
• VPN technologies such as IPSec and VPN clients
• Scripting knowledge (SHELL, Python) would be appreciated
• Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.

Desired skills:

• Understanding of CRE charter with implementation and tracking of the SLAs in dealing with the customer problems.
• Public Cloud Knowledge (AWS, Azure, GCP)

 

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Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range$178,500—$210,000 USD

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and pr