Escalation Engineer - SDWAN

Overview

Provide escalated post-sales technical support for networking and web security products, supporting internal engineers, customers, and partners. Work with Engineering and Operations to troubleshoot issues, reproduce defects, and improve products.

What you'll do

• Handle escalated customer support issues and critical situations.
• Participate in 24x7 support operations and on-call rotations.
• Interface with Engineering during customer testing and troubleshooting.
• Reproduce customer issues and verify problems.
• Provide diagnostic feedback to Engineering and Operations.
• Document incident resolutions in the technical support database.
• Provide input on product and code changes throughout the product cycle.

What you'll need

• 8+ years of experience as a Support Engineer or Senior Support Engineer.
• Experience supporting networking or web security products.
• Knowledge of networking products, security products, and enterprise network infrastructure.
• Experience troubleshooting network issues using tools such as Ping, Traceroute, and MTR.
• Hands-on experience with SD-WAN, BGP, OSPF, firewalls, switching, SSL, SWG, VPN, and VDN.
• Working knowledge and hands-on experience with Ubuntu and Python.
• Foundational understanding of AI/ML technologies and AI-driven solutions.

Nice to have

• Experience using AI technologies and workflows to improve operational efficiency.
• Experience with Zscaler products or similar cloud security platforms.
• Experience with TLS/SSL inspection and authentication flows.
• Proficiency in scripting for automation and complex troubleshooting.

Details

• Location: Bangalore, India.
• Work mode: Hybrid.