Job Description

• Hold daily/weekly get-well calls with customers with escalated issues
• Engage with customers on escalated support issues or critical customer situations
• Provide expert systems design, recommendations, and configurations
• Perform in-depth diagnostics and troubleshooting using networking tools
• Assist customers with testing or troubleshooting of networking or cloud service issues
• Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
• Maintain ticket database, logging issues and customer interactions
• Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert
• Act as the primary interface for local escalation management with regards to customer escalations
• Analyze escalation performance metrics
• Coordinating appropriate resources (cross functionally) to achieve resolution for escalated issues
• Coordinate feedback to product management, development and operations teams

Qualifications

• 7+ years of support and networking experienced required

• 2+ years in escalation engineer level position

• Bachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications.

• Proven experience escalating technical customer issues

• Very strong verbal and written communication skills (English)

• Working knowledge of networking and security products and enterprise network infrastructure.

• Zscaler Experience a plus

• Excellent customer facing communication skills

• Strong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers

• Experience with web technologies including HTTP, SSL

• Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)

• Authentication systems such as LDAP, MS AD etc

• Knowledge of protocols such as HTTP, SMTP, FTP, DNS

• Experience with operating systems such as Linux, Unix and Free BSD

• Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark

• Working knowledge of Apache and IIS Web Server administration

Additional Information

All your information will be kept confidential according to EEO guidelines.

What You Can Expect From Us:

• An environment where you will be working on cutting edge technologies and architectures
• A fun, passionate and collaborative workplace
• Competitive salary and benefits, including equity

Why Zscaler?

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team.

Additional information about Zscaler (NASDAQ: ZS ) is available at https://www.zscaler.com.

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.

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. If you need support, please contact us by sending an email to accommodations@zscaler.com. This email address is used specifically for accommodation requests only, and resumes, CV's, or questions other than accommodations will not be replied to or accepted.