Escalation Engineer at Zscaler

Roles & Responsibilities: 

• Provide accurate and creative solutions to end-user problems to ensure their satisfaction. 
• Research, resolve and respond to questions received via telephone calls and web-based interface in a timely manner, in accordance with current standards. 
• To recognize the importance of customer focus and/or of serving the needs of the end-user. 
• Significant focus on professionalism and quality of service.
• 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 on-line database to accurately document any incident resolution that is not found in our knowledge base. 
• Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization. 
• Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills. 
• Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle. 

Desired Background: 

• Minimum 4 years’ experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products. 
• Experience with operating systems such as Windows, MAC, Linux, Unix and Free BSD.
• Expert in troubleshooting network issues and familiarity with the necessary tools such as Ping, Traceroute, MTR, NMAP, Telnet, NSLOOKUP etc. 
• Expert knowledge of protocols such as HTTP, SMBSMTP, FTP, DNS, TLS/SSL, TCP, etc. 
• Working Knowledge of networking and security products and enterprise Network Infrastructure. 
• Familiarity with collecting and analyzing packet captures using the Network Protocol Analyzers such as TCPDUMP, Wireshark o Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS) 
• Familiar with Authentication systems such as LDAP, MS AD, SAML, & VPN technologies such as IPSEC and Remote access VPN.
• Hands on experience or knowledge of cloud platforms such as Azure cloud, AWS, GCP would be an added advantage. 
• Scripting knowledge (SHELL, Python, Perl) would be an added advantage. 

What you'll get in return:

You will have the opportunity to join a team of experts who are truly passionate about driving a culture of innovation and continuous improvement within security. Get experience with the Security products of the leading vendor in the Cyber Security industry. 

Build a long-term career at Zscaler with multiple options for future growth!

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