Escalation Engineer
Zscaler, Inc. (company site, opens in a new tab)8+ yrsBengaluruOn-siteDirect career pageEst. 25–45 LPA
Posted 7h ago
Reach people at Zscaler, Inc.
People at this company you can reach
Log in to see who works here
Create a free account or log in to see the people at Zscaler, Inc. you could write to:
- Recruiters & HR
- People in this function
- Work addresses
Your match
Against your primary resume
Log in to see your match score
Create a free account or log in to unlock your CV match score across:
- Role fit
- Experience
- Industry relevance
Protocol Intelligence
How competitive this role is
Competition
Background fit
Strictness
Log in to see why each signal reads the way it does.
Job description
Structured overview of role & requirements
About This Role
- Resolve the most complex and critical technical issues escalated from Level I and Level II support engineers within Technical Assistance Center (TAC).
- Provide second line phone/email support, independently debug complex security and network problems, and reproduce customer issues for verification.
- Interface with Engineering teams and provide input on product and code changes based on customer use-cases throughout the product cycle.
Minimum Requirements
- Minimum 8 years experience as Support Engineer or Senior Support Engineer with networking or web security products.
- Proficient in troubleshooting network issues using tools like Ping, Traceroute, MTR and knowledge of protocols including HTTP, SMTP, FTP, DNS.
- Experience with operating systems such as Linux, Unix, and Free BSD.
- Familiarity with network security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS), authentication systems (LDAP, MS AD), VPN technologies (IPSec), scripting (SHELL, Python, Perl), and network analyzers (tcpdump, Wireshark).
Ideal Candidate Profile
- Demonstrated ability to integrate and leverage AI tools to improve workflows and problem-solving.
- Deep technical expertise in network security and support with experience handling high-complexity escalations.
- Comfortable operating across strategic input and hands-on execution, collaborating effectively with Engineering and support teams.