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Escalation Engineer

extra holidays - extra parental leave - fully flexible - 4 day week
Remote: 
Hybrid
Experience: 
Senior (5-10 years)
Work from: 
Bengaluru (IN)

Offer summary

Qualifications:

Minimum 8+ years of support experience with networking or web security products, Experience on operating systems like Linux, Unix, and Free BSD.

Key responsabilities:

  • Engage with customers on escalated support issues
  • Participate in 24x7 Support Operation
  • Work with Engineering to troubleshoot and test
  • Reproduce and document customer issues for resolution
  • Contribute to ongoing training programs and team development
Zscaler logo
Zscaler Information Technology & Services Large https://www.zscaler.com/
5001 - 10000 Employees
HQ: San Jose
See more Zscaler offers

Job description

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) 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. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

Our Engineering team built the world's largest cloud security platform from the ground up, and we keep building. With more than 100 patents and big plans for enhancing services and increasing our global footprint, the team has made us and our multitenant architecture today's cloud security leader, with more than 15 million users in 185 countries. Bring your vision and passion to our team of cloud architects, software engineers, security experts, and more who are enabling organizations worldwide to harness speed and agility with a cloud-first strategy.

 

Responsibilities/What You'll Do

  • You will engage with customers on escalated support issues or important customer situations.
  • The Escalation Engineer will report to the Escalation Manager.
  • May participate in a 24x7 Support Operation and 24x7 on-call rotation.
  • You will work with Engineering and assist the customer with testing or troubleshooting.
  • Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
  • Create entries in our technical support online database to document any incident resolution that is not found in our knowledge base.
  • Help develop ongoing training programmes for the department.
  • Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone.
  • Understand the product direction and customer use-cases and contribute to product & code changes through all points of the product cycle.

Required Qualifications

  • Minimum 8+ years of experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products.
  • 7+ years of experience with operating systems such as Linux, Unix, and Free BSD.
  • Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Traceroute, MTR)
  • Experience in protocols such as HTTP, SMTP, FTP, DNS, etc.
  • Working Knowledge of networking and security products and enterprise Network Infrastructure.
  • Familiarity with:
  • Network Protocol Analyzers (tcpdump, Wireshark)
  • Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
  • Authentication systems such as LDAP, MS AD etc
  • VPN technologies such as IPSec and VPN clients
  • Scripting knowledge (SHELL, Python, Perl)
  • Zscaler product experience

"#LI-HYBRID"

At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

  • Various health plans
  • A flexible time off policy
  • Parental leave options
  • Retirement options
  • Education reimbursement
  • In-office perks, and more!

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.

Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Verbal Communication Skills
  • Collaboration
  • Analytical Skills

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