Escalation Engineer - SDWAN
6.0/10
Zscaler
Not specified
Remote
mid
28 days ago
supporttechnetworkingweb securitySD-WANUbuntuPython
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Description
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.
Benefits
- •Various health plans.
- •Time off plans for vacation and sick time.
- •Parental leave options.
- •Retirement options.
- •Education reimbursement.
- •In-office perks, and more!
Requirements
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.
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