Hybrid Principal Escalation Engineer Principal Escalation Engineer with verification
Zscaler · nan, · Hybrid
About the job
About Zscaler
Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) 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. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler.
Our Engineering team built the world’s largest cloud security platform from the ground up, and we keep building. With more than 100 patents and big plans for enhancing services and increasing our global footprint, the team has made us and our multitenant architecture today's cloud security leader, with more than 15 million users in 185 countries. Bring your vision and passion to our team of cloud architects, software engineers, security experts, and more who are enabling organizations worldwide to harness speed and agility with a cloud-first strategy.
We're looking for the first EMEA-based Principal Escalation Engineer to join our Team, work in a remote capacity and report to the Sr Manager, International Escalations, based in APJ.
Responsibilities
Benefits
Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:
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.
See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.
Pay Transparency
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.
Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) 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. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler.
Our Engineering team built the world’s largest cloud security platform from the ground up, and we keep building. With more than 100 patents and big plans for enhancing services and increasing our global footprint, the team has made us and our multitenant architecture today's cloud security leader, with more than 15 million users in 185 countries. Bring your vision and passion to our team of cloud architects, software engineers, security experts, and more who are enabling organizations worldwide to harness speed and agility with a cloud-first strategy.
We're looking for the first EMEA-based Principal Escalation Engineer to join our Team, work in a remote capacity and report to the Sr Manager, International Escalations, based in APJ.
Responsibilities
- Engage with customers at an Account Level to drive to resolution whilst providing a holistic overview of ongoing issues across multiple Zscaler products.
- Collaborate with escalation managers to design and implement impactful recovery plans for escalated accounts.
- End-to-end issue resolution through collaboration with Internal Zscaler Teams (i.e. Engineering, Product Management, Executive leadership, Professional Services and TAMs) and our Customers.
- Reproduce customer issues to expedite resolution and partner with Engineering and operations.
- Contribute to 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; seek mentoring from others to improve own knowledge
- Understand the product direction and customer use-cases. Contribute to product and code changes throughout the product cycle.
- 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)
- Experience with protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS
- 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.
- 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
- Scripting knowledge (SHELL, Python, Perl)
Benefits
Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
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.
See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.
Pay Transparency
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.
