# Escalation Engineer

**Company**: Zscaler
**Location**: Bangalore, IND
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/zscaler/jobs/5263563007?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1ae86c1e-792

## Description

Zscaler is seeking an Escalation Engineer to join its team in a hybrid capacity based in Bangalore, reporting to the Senior Manager, Product Support within the Support department.

The ideal candidate will function as the highest level of technical support within the TAC, responsible for resolving the most complex and critical issues escalated from Level I and Level II support engineers.

Key responsibilities:

- Provide second-line phone/email consultation to independently debug complex security/network problems

- Interface with Engineering and assist the customer 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 and customer use-cases and provide input on product & code changes through all points of the product cycle

Requirements:

- Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving

- Minimum 8 years of experience working as a Support Engineer/Sr. Support Engineer supporting networking or web security products

- Experience with operating systems such as Linux, Unix, and Free BSD

- Experience troubleshooting network issues and familiarity with necessary tools (Ping, Traceroute, MTR, etc.)

- Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc.

- Familiarity with Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS), authentication systems (LDAP, MS AD), VPN technologies (IPSec), and scripting (SHELL, Python, Perl)

Benefits:

- Various health plans

- Time off plans for vacation and sick time

- Parental leave options

- Retirement options

- Education reimbursement

- In-office perks, and more!

## Skills

### Required
- AI tools
- Linux
- Unix
- Free BSD
- network troubleshooting
- HTTP
- SMTP
- FTP
- DNS
- tcpdump
- Wireshark
- SSL/TLS
- VPNs
- Firewall
- IDS/IPS
- LDAP
- MS AD
- IPSec
- SHELL
- Python
- Perl

### Nice to have
- Zscaler products
- Network Security related certifications
- AI technologies and workflows

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/zscaler/jobs/5263563007?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)