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About Zscaler
Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances.
Zscaler 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. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.
***This is a remote job - it can be worked from anywhere in EMEA where Zscaler has legal presence***
Zscaler's Global Escalation 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 ensuring that their issues are taken care of from deployment to adding new licenses. Our main objective is to delight our customers so that we have high retention and upsell opportunities with our clients.
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.
This is an exciting time to join us, we are a new and developing team. This role provides an opportunity to develop and shape the role to support our growth and your personal development.
Responsibilities/What You’ll Do:
- 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
Qualifications/Your Background
Required:
- 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)
- Expert knowledge of 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.
Good to have:
- 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 is preferred
- Scripting knowledge (SHELL, Python, Perl)
What you can expect from us during our extensive onboarding program:
Zscaler is committed to your successful onboarding and ongoing professional development. Here’s what you can expect during your first 90 days:
Within 30 Days you will…
- Become familiar with Zscaler’s products and messaging, and understand how we do things
- Gain certifications on ZIA and ZPA administrator courses
- Develop your hands-on knowledge and experience with the Zscaler cloud platform and products
- Attend our Product bootcamps to learn our products and technology in depth
- Shadow members of Principal Escalation team with their customer engagements
Within 60 Days you will…
- Complete our advanced bootcamp on Zscaler technologies
- Confident and capable of configuring Zscaler technologies to meet customers’ requirements
- Start to engage with customers and help them resolve problems
- Adopt the tools and processes used by the Zscaler Technical teams
- Have built strong relationships within the team and across the company
Within 90 Days you will…
- Start working with top customers and engage regularly with service owners and operational teams
- Be solving complex problems and helping customers implement best practices
- Provide proactive recommendations for customers to optimize their security posture
- Share best practices with your peers, and learn from their best practices too
- Start working cross functionally with product management, engineering, customer success and sales teams
- Gain confidence and readiness to be in front of Zscaler’s large enterprise customers and act as their trusted advisor and a main point of contract for Product related queries
#LI-REMOTE
#LI-MD3
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.
