Escalation Engineer, SD-WAN

Role Overview: As an Escalation Engineer at Zscaler, you will be responsible for providing world-class post-sales technical support to internal Level I & Level II Support Engineers, as well as offering direct support to customers and partners on escalated issues. Reporting to the Sr. Manager, Customer Support, you will be a crucial member of the escalation team, working closely with Operations and Engineering to address bugs and requests effectively. Your role will involve engaging with customers on escalated support issues, troubleshooting problems, and documenting incident resolutions accurately. Key Responsibilities: - Engage with customers on escalated support issues or critical customer situations and participate in a 24x7 Support Operation and 24x7 on-call rotation - Interface with Engineering to assist customers with testing or troubleshooting - Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams - Create entries in the technical support online database to accurately document any incident resolution that is not found in the knowledge base - Understand the product direction, customer use-cases, and provide input on product and code changes through all points of the product cycle Qualifications Required: - Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain - 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products - Practical knowledge of networking and security products and enterprise network infrastructure - Experience troubleshooting network issues and familiarity with necessary tools such as Ping, Traceroute, and MTR - Hands-on experience with Ubuntu, Python, SD-WAN, Routing protocols (BGP, OSPF), Firewall, Switching, SSL, SWG, VPN, and VDN Company Details: Zscaler accelerates digital transformation by leveraging the worlds largest security data lake to power its cloud-native Zero Trust Exchange platform. The company values high-impact, high-accountability, and a sense of urgency, enabling employees to do their best work and embrace their potential. Zscaler fosters an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging in its mission to make business seamless and secure. Role Overview: As an Escalation Engineer at Zscaler, you will be responsible for providing world-class post-sales technical support to internal Level I & Level II Support Engineers, as well as offering direct support to customers and partners on escalated issues. Reporting to the Sr. Manager, Customer Support, you will be a crucial member of the escalation team, working closely with Operations and Engineering to address bugs and requests effectively. Your role will involve engaging with customers on escalated support issues, troubleshooting problems, and documenting incident resolutions accurately. Key Responsibilities: - Engage with customers on escalated support issues or critical customer situations and participate in a 24x7 Support Operation and 24x7 on-call rotation - Interface with Engineering to assist customers with testing or troubleshooting - Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams - Create entries in the technical support online database to accurately document any incident resolution that is not found in the knowledge base - Understand the product direction, customer use-cases, and provide input on product and code changes through all points of the product cycle Qualifications Required: - Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain - 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products - Practical knowledge of networking and security products and enterprise network infrastructure - Experience troubleshooting network issues and familiarity with necessary tools such as Ping, Traceroute, and MTR - Hands-on experience with Ubuntu, Python, SD-WAN, Routing protocols (BGP, OSPF), Firewall, Switching, SSL, SWG, VPN, and VDN Company Details: Zscaler accelerates digital transformation by leveraging the worlds largest security data lake to power its cloud-native Zero Trust Exchange platform. The company values high-impact, high-accountability, and a sense of urgency, enabling employees to do their best work and embrace their potential. Zscaler fosters an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging in its mission to make business seamless and secure.