Zscaler
Escalation Engineer
Bangalore, IND. Posted 21 days ago
The role
You will act as the highest level of technical support in the TAC. You resolve the most complex and critical issues escalated from Level I and Level II engineers. The work includes second line phone and email consultation, working with Engineering, and documenting resolutions.
What you will do
- Provide second line phone and email consultation to independently debug complex security and network problems
- Interface with Engineering and assist the customer with testing or troubleshooting
- Reproduce customer issues to verify problems and give feedback to Engineering and Operations teams
- Create entries in the technical support online database for incident resolutions not found in the knowledge base
- Give input on product and code changes through all points of the product cycle
Required qualifications
- Demonstrated curiosity and active exploration of AI tools
- Minimum 8 years as Support Engineer or Sr. Support Engineer supporting networking or web security products
- Experience with Linux, Unix and FreeBSD operating systems
- Experience troubleshooting network issues with tools such as Ping, Traceroute and MTR
- Expert knowledge of protocols such as HTTP, SMTP, FTP and DNS
- Familiarity with tcpdump, Wireshark, SSL/TLS, VPNs, firewalls, IDS/IPS, LDAP, MS AD, IPSec, and scripting in Shell, Python or Perl
Nice to have
- Demonstrated ability to use AI technologies and workflows to drive measurable operational efficiency
- Hands-on experience with Zscaler products
- Network security related certifications
Benefits
- Various health plans
- Vacation and sick time plans
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks
Before you apply
- Applicants must adhere to applicable laws, regulations and Zscaler policies, including security and privacy standards
About the company
Zscaler (NASDAQ: ZS) provides a cloud security platform, the Zero Trust Exchange, that protects customers from cyberattacks and data loss. The company describes itself as building an AI-native enterprise.