Escalation Engineer - job 1 of 5

As an Escalation Engineer at Zscaler, your primary responsibilities include engaging with customers on escalated support issues and ensuring swift resolution of critical customer situations. You'll actively participate in 24x7 support operations, working closely with engineering teams for troubleshooting and testing, and documenting incident resolutions that are not covered in the knowledge base.

To work as an Escalation Engineer at Zscaler, you will need at least 8 years of experience as a Support Engineer, specifically supporting networking or web security products. Additionally, 7+ years of experience with operating systems like Linux, Unix, and Free BSD is essential, along with a strong background in troubleshooting network issues and familiarity with protocols like HTTP, FTP, and DNS.

For the Escalation Engineer role at Zscaler, skills that will make you stand out include expertise in network protocol analyzers such as tcpdump and Wireshark, a solid understanding of network security principles, and competency in scripting languages like SHELL and Python. Knowledge of authentication systems and VPN technologies is also highly beneficial.

Zscaler is committed to supporting its employees with a generous benefits program that caters to diverse needs. This includes various health plans, time off options for vacation and sick leave, parental leave, retirement plans, and even education reimbursement, ensuring that you have the necessary work-life balance to thrive both personally and professionally.

At Zscaler, you can expect a vibrant and inclusive company culture that values diversity and collaboration. Recognized as a Best Workplace in Technology, Zscaler fosters an environment where everyone belongs and is encouraged to contribute to innovative solutions that make a tangible difference in the realm of cybersecurity.

When responding to this question, provide specific examples of network issues you've resolved, the tools you used, and the processes you followed. Highlight your familiarity with tools like Ping and Traceroute, and connect your experiences directly to the skills Zscaler is looking for in an Escalation Engineer.

In answering this question, emphasize your ability to assess the severity of issues based on business impact and urgency. Discuss how you would maintain clear communication with customers while efficiently coordinating with internal teams to expedite resolutions.

Mention the monitoring tools you're proficient in, such as Wireshark and various network protocol analyzers. Describe a scenario where you utilized these tools effectively to diagnose and resolve a network performance issue.

This is a great opportunity to showcase your problem-solving skills. Provide a detailed example of a complex issue and explain the steps you took to investigate, analyze, and resolve it, stressing any collaboration with engineering teams if applicable.

Mention your commitment to lifelong learning through attending webinars, subscribing to industry publications, and participating in professional forums or communities. Highlight specific instances of how new knowledge has impacted your work.

Emphasize how thorough documentation enhances team knowledge, aids in training new employees, and supports consistent resolution processes. Provide examples of documentation you created in previous roles that improved team efficiency.

Discuss your methods for maintaining transparency and building trust with customers. Highlight the importance of regular updates, providing realistic timelines, and ensuring customers feel valued throughout the resolution process.

Provide examples of how you've used scripting to automate repetitive tasks or troubleshoot issues more efficiently. Highlight languages you're comfortable with, such as Python or SHELL, and describe the results of your automation efforts.

Share techniques you use to remain calm and professional in challenging situations, such as practicing active listening, empathizing with the customer's concerns, and focusing on finding a solution rather than placing blame.

Express your knowledge of Zero Trust concepts, focusing on the idea that trust should never be implicit and that verification is necessary for every access request. Relate your understanding to how Zscaler implements these principles to enhance security.