Remote Principal Escalation Engineer

Description:

• The Principal Escalation Engineer at Zscaler will be responsible for solving tough and high-profile customer issues, collaborating with various professionals, including Executive and C-level board members.
• The role involves working on critical escalations, identifying and troubleshooting complex problems, and providing technical assistance to internal support and escalation engineers.
• The engineer will engage with customers at an Account Level, collaborate with escalation managers, and work with internal Zscaler teams for end-to-end issue resolution.
• Responsibilities also include mentoring other engineers, contributing to product improvements, and understanding customer use-cases.
• This position offers the opportunity to shape the role, support growth, and personal development within a new and developing team.

Requirements:

• Minimum 8+ years of experience as an escalation engineer supporting networking or web security products.
• Proficiency in troubleshooting network issues, performance problems, and familiarity with tools like Ping, Traceroute, Wireshark, etc.
• Expert knowledge of protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS, etc.
• Familiarity with Network Protocol Analyzers, Network Security, Authentication systems, and VPN technologies.
• Bachelor of Science in Computer Science/Engineering or equivalent industry certifications.
• Good to have: Experience with operating systems like Linux, Unix, and Free BSD, Web proxies, Apache, IIS Web Server administration, expert-level certifications, scripting knowledge (SHELL, Python, Perl).

Benefits:

• Zscaler offers a remote job opportunity that can be worked from anywhere in EMEA where Zscaler has legal presence.
• The company provides a supportive and inclusive culture, fostering collaboration and innovation.
• Extensive onboarding program with certifications, bootcamps, and hands-on experience within the first 90 days.
• Opportunity to work with top customers, engage with various teams, and act as a trusted advisor for product-related queries.
• Zscaler is an equal opportunity employer, celebrating diversity and creating an inclusive environment for all employees.