Job Description

Zscaler is looking for highly motivated and talented Staff Software Engineer to join the Sustaining Engineering team in the Cloud Browser Isolation product group.

Staff Software Engineer is a role encompassing multiple aspects of support issues, escalations, and technical leadership. This position includes responsibilities for liaising between Engineering organization and support organization in meeting our relentless goals of customer first culture.

The ideal candidate is creative thinker, problem solver, teacher, learner, and is motivated with engineering excellence.

Responsibilities:

• Engage with customers on critical customer situations
• Interface with Engineering and/or network operations and assist the customer with testing or troubleshooting.
• Assist with reproduction and root cause analysis of the 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.

Qualifications:

• US Citizen required to be compliant ***
• 6 years of hands-on experience in handling customer escalations and providing support for enterprise products/services
• Good understanding of Operating System principles and OS like Linux/Unix
• In-depth understanding of networking concepts including performance parameters of TCP/IP stack.
• Expert knowledge of protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS, etc
• Excellent Problem Solving skills
• Excellent Debugging skills in cloud environments including monitoring tools (Kibana, Grafana etc)
• Previous experience in security or access management a plus
• Strong oral and written communication skills
• Good team player with right attitude
• Nice to Have: GO lang typescript , Data structures/Algorithms , Browser Internals knowledge 

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