Escalation Engineer

About Zscaler Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform, which is found in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth. We're looking for an experienced Escalation Engineer to join our Global Customer Support team. Reporting to the Escalation Manager, you'll be responsible for: Engaging with customers on escalated support issues or important customer situations Participating in a 24x7 Support Operation and 24x7 on-call rotation Working with Engineering and assist the customer with testing or troubleshooting Reproducing customer issues to verify problems and provide feedback to Engineering and Operations teams Creating entries in our technical support online database to document any incident resolution that is not found in our knowledge base What We're Looking for (Minimum Qualifications) Minimum 8+ years of experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products 7+ years of experience with operating systems such as Linux, Unix, and Free BSD Experience troubleshooting network issues and familiarity with the necessary tools and (Ping, Traceroute, MTR) and protocols such as HTTP, SMTP, FTP, DNS, etc What Will Make You Stand Out (Preferred Qualifications) Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS) Authentication systems such as LDAP, MS AD etc VPN technologies such as IPSec and VPN clients, Scripting knowledge (SHELL, Python,)  #LI-RG LI-Hybrid At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website. Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: Various health plans Time off plans for vacation and sick time Parental leave options Retirement options Education reimbursement In-office perks, and more! By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines. Zscaler is proud to b...