Remote Principal Escalation Engineer

Description:

• As a Principal Escalation Engineer, you will be responsible for solving some of the toughest and highest profile customer issues.
• You will engage with customers at an Account Level to drive to resolution while 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.
• You will be responsible for end-to-end issue resolution through collaborative partnership with Internal Zscaler Teams 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 articles.
• Actively seek mentoring from others to improve your own knowledge and understanding.
• Understand the product direction and customer use-cases, contributing to product and code changes throughout the product cycle.
• Perform any other duties as assigned.

Requirements:

• You must have a minimum of 8+ years of experience working as an escalation engineer supporting networking or web security products.
• Experience troubleshooting network issues and performance issues, with familiarity with necessary tools such as Ping, Traceroute, MTR, Wireshark, and SAML tracer.
• You should have experience with protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, and DNS.
• Familiarity with network protocol analyzers (tcpdump, Wireshark) and network security (SSL/TLS, VPNs, Firewall, IDS/IPS, ZTNA) is required.
• You should have knowledge of authentication systems such as LDAP, MS AD, SAML, and Kerberos.
• Familiarity with VPN technologies such as IPSec and VPN clients is necessary.
• A Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications is required.

Benefits:

• Zscaler offers various health plans to support employee well-being.
• Time off plans for vacation and sick time are provided to ensure work-life balance.
• Parental leave options are available for new parents.
• Retirement options are included to help employees plan for their future.
• Education reimbursement is offered to support continuous learning and development.
• In-office perks and additional benefits are available to enhance the employee experience.