Job Description

• Hold daily/weekly get-well calls with customers with escalated issues
• Engage with customers on escalated support issues or critical customer situations
• Provide expert systems design, recommendations, and configurations
• Perform in-depth diagnostics and troubleshooting using networking tools
• Assist customers with testing or troubleshooting of networking or cloud service issues
• Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
• Maintain ticket database, logging issues and customer interactions
• Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert
• Act as the primary interface for local escalation management with regards to customer escalations
• Analyze escalation performance metrics
• Coordinating appropriate resources (cross functionally) to achieve resolution for escalated issues
• Coordinate feedback to product management, development and operations teams

Qualifications

• 7+ years of support and networking experienced required

• 2+ years in escalation engineer level position

• Bachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications.

• Proven experience escalating technical customer issues

• Very strong verbal and written communication skills (English)

• Working knowledge of networking and security products and enterprise network infrastructure.

• Zscaler Experience a plus

• Excellent customer facing communication skills

• Strong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers

• Experience with web technologies including HTTP, SSL 

• Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)

• Authentication systems such as LDAP, MS AD etc

• Knowledge of protocols such as HTTP, SMTP, FTP, DNS

• Experience with operating systems such as Linux, Unix and Free BSD

• Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark

• Working knowledge of Apache and IIS Web Server administration

• Aligns with US Federal customers; US Citizenship required

Additional Information

All your information will be kept confidential according to EEO guidelines.

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WHAT YOU CAN EXPECT FROM US:

• An environment where you will be working on cutting edge technologies and architectures
• A fun, passionate and collaborative workplace
• Competitive salary and benefits, including equity

WHY ZSCALER? People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team.  Additional information about Zscaler (NASDAQ: ZS ) is available at https://www.zscaler.com. 

Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.