Escalation Engineer
Core
Highest level technical support engineer resolving complex security/network issues escalated from Level I and II, acting as a bridge between customers and engineering.
Role type
Senior IC escalation engineer (network security)
Builds
Incident resolution documentation and feedback loops for product/code changes
Domain
Cloud security / SASE / Network security
Deliverable
client delivery
Required skills
Linux/Unix/Free BSD troubleshooting, network protocol analysis (tcpdump, Wireshark), network protocols (HTTP, SMTP, FTP, DNS), network security (SSL/TLS, VPNs, Firewall, IDS/IPS), authentication systems (LDAP, MS AD), scripting (SHELL, Python, Perl)
Preferred skills
Zscaler product experience, network security certifications, AI tool integration
Technologies
Zscaler Zero Trust Exchange, tcpdump, Wireshark, Linux, Unix, Free BSD, HTTP, SMTP, FTP, DNS, SSL/TLS, IPSec, LDAP, MS AD, SHELL, Python, Perl
Responsibilities
Debug complex security/network problems via phone/email, interface with engineering for testing/troubleshooting, reproduce customer issues, document incident resolutions in support database, provide input on product direction and code changes
Seniority
Senior, hands-on IC