Escalation Engineer

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and lead value. Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making. We're responsible for facilitating smooth transitions during organizational change efforts that promote employee adoption. You'll be an important contributor to solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs.

Customer Care 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. The Escalation Engineer will provide world-class post-sales technical support to internal Level I & Level II Support Engineers, as well as provide direct support to customers and partners on escalated issues, as part of an escalation team. The Escalation Engineer will also work directly with Operations and Engineering on opening bugs and requests with all required diagnostic information.

We're looking for an experienced Escalation Engineer to join our Global Customer Support team. Reporting to the Director, Customer Services you'll be responsible for:

• Engage with customers on escalated support issues or critical customer situations. May participate in a 24x7 Support Operation and 24x7 on-call rotation. Interface with Engineering and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams. Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base.
• Assist in developing on-going training programs for the department. 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.

What We're Looking for (Minimum Qualifications)

• Minimum 8+year experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products.
• Experience with operating systems such as Linux, Unix, and Free BSD.
• Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Traceroute, MTR, etc)
• Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc
• Familiarity with:  - Network Protocol Analyzers (tcpdump, Wireshark                                                                                                                                                                                                                                                                   - Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)                                                                                                                                                                                                                                                           - Authentication systems such as LDAP, MS AD etc                                                                                                                                                                                                                                                                   - VPN technologies such as IPSec and VPN clients                                                                                                                                                                                                                                                                   - Scripting knowledge (SHELL, Python, Perl) would be appreciated

What Will Make You Stand Out (Preferred Qualifications)

• Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certification.
• Working knowledge of Apache and IIS Web Server administration.
• Working Knowledge of networking and security products and enterprise Network Infrastructure.