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Escalation Engineer
Posted on 1/24/2023
INACTIVE
Locations
Remote in USA • Raleigh, NC, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Linux/Unix
Operating Systems
Digital Ocean
Requirements
  • 7+ years of support and networking experienced required
  • 2+ years in escalation engineer level position
  • Bachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications
  • Proven experience escalating technical customer issues
  • Very strong verbal and written communication skills (English)
  • Working knowledge of networking and security products and enterprise network infrastructure
  • Zscaler Experience a plus
  • Excellent customer facing communication skills
  • Strong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers
  • Experience with web technologies including HTTP, SSL
  • Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
  • Authentication systems such as LDAP, MS AD etc
  • Knowledge of protocols such as HTTP, SMTP, FTP, DNS
  • Experience with operating systems such as Linux, Unix and Free BSD
  • Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
  • Working knowledge of Apache and IIS Web Server administration
Responsibilities
  • Hold daily/weekly get-well calls with customers with escalated issues
  • Engage with customers on escalated support issues or critical customer situations
  • Provide expert systems design, recommendations, and configurations
  • Perform in-depth diagnostics and troubleshooting using networking tools
  • Assist customers with testing or troubleshooting of networking or cloud service issues
  • Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
  • Maintain ticket database, logging issues and customer interactions
  • Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert
  • Act as the primary interface for local escalation management with regards to customer escalations
  • Analyze escalation performance metrics
  • Coordinating appropriate resources (cross functionally) to achieve resolution for escalated issues
  • Coordinate feedback to product management, development and operations teams
Zscaler

5,001-10,000 employees

Cloud-based information security company
Company Overview
Zscaler’s mission is to empower organizations to realize the full potential of the cloud and mobility by securely connecting users to applications from any device, anywhere. The company has pioneered a security cloud that has shifted architectural design and approach to network security. With their unique security cloud, the company has created a Zero Trust Exchange platform with their security cloud to enable businesses to reduce cost, risk, simplify IT, and increase business agility.
Benefits
  • Comprehensive health plans
  • Supportive parental & family leave
  • On-demand learning & development
  • Company-sponsored volunteering
  • Global tuition assistance program
  • Guilt-free paid time off
Company Core Values
  • Teamwork
  • Open Communication
  • Passion
  • Innovation
  • Customer Obsession