Staff Escalations Engineer (Pacific Time Zone Required)

Zscaler; United States; Remote; USD 122,000 - 175,000; Full time

Job summary

An established industry player is seeking a Staff Escalations Engineer to join their Customer Service team. This remote role involves resolving critical customer issues, collaborating with engineering teams, and developing knowledge base articles to improve product reliability. The ideal candidate will have extensive experience in networking and web security, with a strong focus on troubleshooting and problem-solving. Join a company that values innovation and offers comprehensive benefits to support employees at every stage of their careers. If you're passionate about making a difference in the tech industry, this is the opportunity for you.

Benefits

Time off plans for vacation and sick time

Parental leave options

Retirement options

In-office perks

Qualifications

• 5+ years as an escalation engineer in networking or web security.
• Strong troubleshooting skills with networking tools and protocols.

Responsibilities

• Resolve critical customer situations with high-quality support.
• Collaborate with teams to troubleshoot and improve products.
• Mentor team members and enhance product reliability.

Skills

Troubleshooting network issues

Problem-solving

Customer support

Mentoring

Networking protocols (TCP, HTTP, etc.)

Scripting languages (SHELL, Python, Perl)

Education

Bachelor of Science in Computer Science/Engineering

Advanced industry certifications (CCIE, CCSE, etc.)

Tools

Ping

Traceroute

MTR

Wireshark

SAML Tracer

Job description

Staff Escalations Engineer (Pacific Time Zone Required)

Remote - USA

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange platform, which is found in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

We're looking for an experienced Staff Escalation Engineer to join our Customer Service team, reporting to the Manager of Escalations. This is a remote role. In this position, you will:

• Respond to and resolve critical customer situations, ensuring high-quality support and effective problem-solving.
• Collaborate with Engineering and Operations teams to reproduce issues, troubleshoot, and provide actionable feedback for product improvement.
• Develop and maintain knowledge base articles and contribute insights to enhance product reliability and customer use cases.
• Mentor and assist team members, fostering a collaborative environment and advancing professional development across the organization.
• Provide input on product direction and enhancements by aligning feedback with customer needs and product requirements.

What We're Looking for (Minimum Qualifications)

• Minimum 5+ years of experience as an escalation engineer supporting networking or web security products
• Strong experience troubleshooting network and performance issues with tools such as Ping, Traceroute, MTR, Wireshark, and SAML Tracer
• Expert knowledge of networking protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS, etc.
• Hands-on experience with Linux, Unix, and FreeBSD operating systems
• Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications

What Will Make You Stand Out (Preferred Qualifications)

• Expert-level industry certifications such as CCIE, CCSE, NSE, or JNCIE
• Familiarity with network security concepts (SSL/TLS, VPNs, Firewall, IDS/IPS) and authentication systems like LDAP, MS AD, SAML, Kerberos, etc.
• Working knowledge of scripting languages (SHELL, Python, Perl) or administration tools for Web proxies, Apache, and IIS Web Servers

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range: $122,500 - $175,000 USD

At Zscaler, we believe in innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• In-office perks, and more!

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws.