Zscaler
AI-forward enterprise
EscalationEngineerZIA/ZPA
“Escalation Engineer - ZIA/ZPA at Zscaler. Skills: Escalation Engineering, ZIA/ZPA support, Networking, Security products, Enterprise network infrastructure, Troubleshooting, Python, Ubuntu. Provide world-class post-sales technical support to internal Level & Level II Support Engineers. Provide direct support to customers and partners on escalated issues”
Industry & Context.
Problem-solver; Energized by finding solutions; Solving the hard problems delivers the biggest impact; Troubleshooting network issues; Reproducing complex customer environments
Participate in a 24x7 Support Operation, 24x7 on-call rotation, Hybrid capacity
What They're Looking For.
Must Have
8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products, Practical knowledge of networking and security products and enterprise network infrastructure, Experience troubleshooting network issues and familiarity with necessary tools such as Ping, Traceroute, and MTR, Hands-on experience with Routing protocols (BGP, OSPF), Firewall, Switching, SSL, SWG, VPN, and VDN, Working knowledge and hands-on experience with Ubuntu and Python
Nice to Have
Demonstrated experience with Zscaler products (ZIA, ZPA, ZDX) or similar cloud security platforms, including TLS/SSL inspection and authentication flows, Proficiency in scripting for automation, efficient troubleshooting, and reproducing complex customer environments
What You'll Do.
Provide world-class post-sales technical support to internal Level & Level II Support Engineers
Provide direct support to customers and partners on escalated issues
Work directly with Operations and Engineering on opening bugs and requests with all required diagnostic information
Engage with customers on escalated support issues or critical customer situations
Participate in a 24x7 Support Operation and 24x7 on-call rotation
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 and code changes through all points of the product cycle
How You'll Work.
Team & Collaboration
Collaborate with Operations and Engineering on opening bugs and requests; Interface with Engineering and assist the customer with testing or troubleshooting; Provide feedback to Engineering and Operations teams; High-trust collaborator; Ambitious for the team, not just yourself; Giving and receiving ongoing feedback
Communication Scope
Constructive, honest debate; Candor delivered with clarity and respect
Applying for this Escalation Engineer - ZIA/ZPA role?
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