Escalation Engineer
Core
Providing world-class post-sales technical support for escalated issues, working directly with customers, partners, and internal support teams to resolve complex security product problems.
Role type
Senior Escalation Engineer (Post-Sales Support)
Builds
Rapid resolution of critical customer incidents and feedback loops for product engineering
Domain
Cybersecurity / Cloud Security / Networking
Deliverable
client delivery
Required skills
Troubleshooting network issues, SD-WAN, Routing protocols (BGP, OSPF), Firewall, Switching, SSL, SWG, VPN, VDN, Ubuntu, Python, AI/ML technologies, networking and security products, enterprise network infrastructure
Preferred skills
Zscaler products (ZIA, ZPA, ZDX), scripting for automation
Technologies
ZIA, ZPA, ZDX, TLS/SSL, Ping, Traceroute, MTR
Responsibilities
Engage with customers on escalated support issues and participate in 24x7 on-call rotation; Interface with Engineering to assist with testing or troubleshooting; Reproduce customer issues to verify problems and provide feedback; Create entries in technical support database to document incident resolution; Understand product direction and provide input on product and code changes
Seniority
Senior, hands-on IC