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Principal Escalation Engineer

extra holidays - extra parental leave - fully flexible - 4 day week

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

United Kingdom

Offer summary

Qualifications:

Minimum 8+ years of experience in networking or web security, Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.

Key responsabilities:

Solving highest profile customer issues as a key member of the global escalation team
Drive resolution at Account Level, collaborating with internal teams and customers for end-to-end issue resolution

Zscaler Information Technology & Services Large https://www.zscaler.com/

5001 - 10000 Employees

HQ: San Jose

See more Zscaler offers

Job description

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.

We're looking for an experienced Escalation Engineer to join our team in a remote capacity and report to the Senior Escalation Manager in APJ.

Responsibilities

As Principal Escalation Engineer, you will be responsible for solving some of our toughest and highest profile customer issues. You will be a key member of a collaborative team, working on highly critical escalations with a wide range of technical and non-technical professionals including Executive and C-level board members. As part of the global escalation team, you will be responsible for identifying and troubleshooting some of the most complex problems in partnership with our Operations and Engineering teams as well as providing technical assistance to other internal support and escalation engineers.

Engage with customers at an Account Level to drive to resolution whilst providing a holistic overview of ongoing issues across multiple Zscaler products.
Collaborate closely with escalation managers to devise and implement impactful recovery plans for escalated accounts.
End to end issue resolution through collaborative partnership with Internal Zscaler Teams (i.e. Engineering, Product Management, Executive leadership, Professional Services, TAMs etc) and our Customers.
Reproduce customer issues to expedite resolution and work alongside Engineering and operations.
Contribute towards 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; actively seek mentoring from others to improve own knowledge and understanding
Understand the product direction and customer use-cases. Contribute to product and code changes throughout the product cycle.
Any other duties as assigned

What We're Looking for (Minimum Qualifications)

Minimum 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, etc)
Experience with protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS, etc
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.

What Will Make You Stand Out (Preferred Qualifications)

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)

#LI-REMOTE

#LI-MM8

*** We offer great compensation package with strong benefits including health plans, time off plans for vacation and sick time, parental leave options, retirement options, education reimbursement, in-office perks, and more!***

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.

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.