Escalation Engineer
Core
Resolve the most complex and critical customer security issues escalated from lower support levels, ensuring timely outcomes and driving resolution for high-stakes cases.
Role type
Senior IC Escalation Engineer (Network Security Support)
Builds
Customer trust and system stability for Zscaler's Zero Trust Exchange platform
Domain
Cybersecurity / Network Security / SASE
Deliverable
client delivery
Required skills
Troubleshooting network issues, handling critical escalations, integrating AI tools, using diagnostic tools (Ping, Traceroute, MTR), SLA management
Preferred skills
Protocol expertise (HTTP, SMTP, FTP, DNS), Network security concepts (SSL/TLS, VPNs, Firewall, IDS/IPS), IPsec knowledge
Technologies
Zscaler Zero Trust Exchange, Ping, Traceroute, MTR, HTTP, SMTP, FTP, DNS, SSL/TLS, VPN, IPsec, Firewall, IDS/IPS
Responsibilities
Own and drive resolution of escalated customer issues, reproduce customer-reported issues in controlled environments, create and maintain technical knowledge base entries, collaborate with Engineering on customer testing efforts
Seniority
Senior, hands-on IC