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    Escalation Engineer San Jose, CA Customer Services - Zscaler

    Zscaler
    Zscaler San Jose, United States

    3 weeks ago

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    Description

    **Escalation Engineer**

    San Jose, CA, USA

    Full-time

    Department: Customer Services

    **Company Description**

    Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the companys cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

    With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances.

    Zscaler 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. Zscalers purpose-built security platform puts a companys defenses and controls where the connections occurthe internetso that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

    **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

    **Additional Information**

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

    #LI-DS1

    **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

    Additional information about Zscaler (NASDAQ: ZS ) is available at .

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

    Escalation Engineer

    San Jose, CA, USA

    Full-time

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