Job Description

The Sr. Staff Escalation Engineer will be responsible for you will drive the isolation/mitigation/resolution on customer escalations. You would also be providing technical assistance to other internal support and engineers as part of the Customer Reliability Engineering(CRE) escalation team. The Sr. Staff Escalation Engineer will also work directly with Operations and Engineering on opening bugs and requests with all required diagnostic information.
Responsibilities/What You’ll Do:

• You will work on complex customer issues and drive the debugging, isolation, mitigation and resolution of them
• Engage with Support team on critical customer situations.
• Interface with Support Team, Engineering and/or network operations and assist the customer with troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams.
• You will work on the strategic root cause analysis of the customer issues and come up with the changes in the product to address them.
• You will come up with the changes in the product to reduce the number of incoming escalations.
• 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.

Qualifications/Your Background:

• Minimum 8 years of experience working as escalation engineer supporting networking, proxy or web security products.
• Experience troubleshooting network issues, application layer 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, FTP, DNS, etc
• Working knowledge of SSL/TLS, VPNs, Firewall, IDS/IPS
• Familiarity with: Network Protocol Analyzers (tcpdump, Wireshark)
• Authentication systems such as LDAP, MS AD, SAML, Kerberos etc
• VPN technologies such as IPSec and VPN clients
• Scripting knowledge (SHELL, Python) would be appreciated
• Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.

Desired skills:

• Understanding of CRE charter with implementation and tracking of the SLAs in dealing with the customer problems.
• Public Cloud Knowledge (AWS, Azure, GCP)

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