Principal Escalation Engineer

Zscaler, a leading cloud security company serving thousands of enterprise customers including 40% of Fortune 500 companies, is seeking a Principal Escalation Engineer for their EMEA team. This remote position reports to the Sr Manager of International Escalations based in APJ.

As a Principal Escalation Engineer, you will:

• Engage with customers at an Account Level to resolve issues across multiple Zscaler products
• Collaborate with escalation managers to design and implement recovery plans for escalated accounts
• Work with internal teams and customers for end-to-end issue resolution
• Reproduce customer issues and partner with Engineering and Operations
• Contribute to product improvement by working with product managers and engineering teams
• Mentor other engineers and create knowledge articles
• Understand product direction and customer use-cases

Requirements:

• 8+ years of experience as an escalation engineer supporting networking or web security products
• Experience troubleshooting network issues and using tools like Ping, Traceroute, MTR, Wireshark
• Familiarity with protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS
• Knowledge of network security, authentication systems, and VPN technologies
• Bachelor's degree in Computer Science/Engineering or equivalent certifications

Preferred qualifications:

• Experience with Linux, Unix, and Free BSD
• Knowledge of Web proxies, Apache, and IIS Web Server administration
• Expert-level certifications (CCIE, CCSE, NSE, JNCIE)
• Scripting knowledge (SHELL, Python, Perl)

Zscaler offers comprehensive benefits, including various health plans, time off, parental leave, retirement options, and education reimbursement. The company is committed to diversity, equity, and inclusion, creating a culture where everyone belongs.

Join Zscaler's Engineering team in building and enhancing the world's largest cloud security platform, with over 100 patents and a global footprint serving 15 million users in 185 countries.