Zscaler
cybersecurity
StaffEscalationsEngineer
Neural analysis suggests this role is
optimal for Senior candidates.
“Staff Escalations Engineer at Zscaler. Skills: networking, web security, SD-WAN, Routing protocols, Ubuntu, Python, Zscaler products, cloud security platforms. provide world-class post-sales technical support to internal Level & Level II Support Engineers. provide direct support to customers and partners on escalated issues”
What You'll Achieve.
impact in your role matters more than title; impact over activity; getting to the best ideas, faster; make an impact quickly and with high quality; culture of execution; high-impact, high-accountability; enabled to do your best work and embrace your potential; helping to secure the AI age; shape the future of cybersecurity; delivering high-impact results quickly to win for the customer and the team
Industry & Context.
problem-solver; energized by finding solutions; solving the hard problems delivers the biggest impact; navigate seamlessly between high-level strategy and hands-on execution; problem-solving
hybrid capacity, participate in a 24x7 Support Operation, 24x7 on-call rotation
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, Hands-on experience with SD-WAN, 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
high-trust collaborator; ambitious for the team; giving and receiving ongoing feedback; collaboration; Interface with Engineering; provide feedback to Engineering and Operations teams; work directly with Operations and Engineering
Communication Scope
candor delivered with clarity and respect
Full Job Description
About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. Role We are looking for an Staff Escalation sEngineer to join our team in a hybrid capacity based in Costa Rica, reporting to the Sr. Manager, Product Support. The Staff Escalations Engineer will provide world-class post-sales technical support to internal Level I & Level II Support Engineers, as well as provide direct support to customers and partners on escalated issues, as part of an escalation team. The Staff Escalations Engineer will also work directly with Operations and Engineering on opening bugs and requests with all required diagnostic information. What yo
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