***This is a remote job - it can be worked from anywhere in EMEA where Zscaler has legal presence***

The Principal Escalation Engineer will be responsible for solving some of the toughest customer issues. You would be working on highly critical escalations with exec visibility inside the organization. You would also be providing technical assistance to other internal support and escalation engineers as part of the global escalation team. The principal Escalation Engineer will also work directly with Operations and Engineering on opening bugs and requests with all required diagnostic information.

Customer support 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 ensure that their issues are taken care of right from deployment to adding new licenses. Our main objective will be to delight our customers so that we have high retention and upsell opportunities with our clients.

Responsibilities/What You’ll Do

• Engage with customers on critical customer situations
• Interface with Engineering and/or network operations and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
• Create knowledge base articles
• Contribute towards improving reliability, assurance and serviceability of our products by providing inputs based on in depth understanding of the product and customer use cases.
• Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.
• Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.
• Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.
• Other duties as assigned

Qualifications/Your Background

• Minimum 8 years of experience working as escalation engineer supporting networking or web security products.
• Experience with operating systems such as Linux, Unix, and Free BSD.
• 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
• Working knowledge of Web proxies, Apache and IIS Web Server administration
• Familiarity with:
  • Network Protocol Analyzers (tcpdump, Wireshark)
  • Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
  • Authentication systems such as LDAP, MS AD, SAML, Kerberos etc
  • VPN technologies such as IPSec and VPN clients
  • Scripting knowledge (SHELL, Python, Perl) would be appreciated
• Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.
• Expert level certification like CCIE, CCSE, NSE, JNCIE is preferred

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