Escalation Engineer

Overview

Escalation Engineer role in Zscaler's Support department, based in Bangalore, serving as the highest level of technical support within the TAC and resolving the most complex and critical issues escalated from Level I and Level II support engineers.

What you'll do

• Provide second line phone/email consultation to independently debug complex security/network problems
• Interface 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 accurately document any incident resolution that is not found in our knowledge base
• Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle

What you'll need

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
• Minimum 8-year experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products
• Experience with operating systems such as Linux, Unix, and Free BSD
• Experience troubleshooting network issues and familiarity with the necessary tools (Ping, Traceroute, MTR etc)
• Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS etc
• Familiarity with Network Protocol Analyzers (tcpdump, Wireshark)
• Familiarity with Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
• Familiarity with authentication systems (LDAP, MS AD)
• Familiarity with VPN technologies (IPSec)
• Familiarity with scripting (SHELL, Python, Perl)

Nice to have

• Demonstrated ability to leverage AI technologies and workflows to drive measurable operational efficiency
• Hands-on experience with Zscaler products
• Network Security related certifications

Details

• Hybrid working model, based in Bangalore
• Reports to the Senior Manager, Product Support within the Support department