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.
• Engage with customers at an Account Level to drive resolution and provide a holistic overview of ongoing issues across multiple Zscaler products.
• Collaborate with escalation managers to implement impactful recovery plans for escalated accounts.
• Work closely with internal Zscaler teams and customers for end-to-end issue resolution.
• Reproduce customer issues, work with Engineering and operations, and contribute to product reliability and supportability.
• Mentor other engineers, create knowledge articles, and contribute to product and code changes.
• Opportunity to shape the role and support personal development in 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 issues, and protocols like TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS, etc.
• Familiarity with network security, authentication systems, VPN technologies, and network protocol analyzers.
• Bachelor of Science in Computer Science/Engineering or equivalent industry certifications.
• Good to have: Experience with operating systems, web proxies, expert-level certifications, scripting knowledge.

Benefits:

• Extensive onboarding program with certifications, product bootcamps, and advanced training.
• Opportunity to engage with top customers, solve complex problems, and provide proactive recommendations.
• Collaborate cross-functionally with various teams like product management, engineering, customer success, and sales.
• Equal opportunity and affirmative action employer promoting diversity and inclusivity.
• Commitment to providing reasonable support in recruiting processes for candidates with different abilities or conditions.