Escalation Engineer - SDWAN

About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

### Role Expectations - Engage with customers on escalated support issues or critical customer situations and participate in a 24x7 Support Operation and 24x7 on-call rotation. - 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 our technical support online database to accurately document any incident resolution that is not found in our knowledge base. - Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle.

### Minimum Qualifications - 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products. - Practical knowledge of networking and security products and enterprise network infrastructure. - Experience troubleshooting network issues and familiarity with necessary tools such as Ping, Traceroute, and MTR. - Hands-on experience with SD-WAN, Routing protocols (BGP, OSPF), Firewall, Switching, SSL, SWG, VPN, and VDN. - Working knowledge and hands-on experience with Ubuntu and Python. ### Preferred Qualifications - Demonstrated experience with Zscaler products (ZIA, ZPA, ZDX) or similar cloud security platforms, including TLS/SSL inspection and authentication flows. - Proficiency in scripting for automation, efficient troubleshooting, and reproducing complex customer environments.

### Benefits - Various health plans. - Time off plans for vacation and sick time. - Parental leave options. - Retirement options. - Education reimbursement. - In-office perks, and more!

Zscaler is a cybersecurity company that provides a cloud-native Zero Trust Exchange platform to protect enterprises from cyberattacks and data loss by securely connecting users, devices, and applications anywhere. It serves thousands of customers, including 40% of Fortune 500 companies, and accelerates digital transformation for agility, efficiency, resilience, and security.