Zscaler - Escalation Engineer, ZIA/ZPA

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution. • You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact. • You are a high-trust collaborator. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork. • You are customer-obsessed. You build deep empathy for the customer and anchor your decisions in solving their real-world problems. You champion their needs from start to finish, knowing their success is our success. • You operate with urgency. You understand that in a high-growth environment, speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action to win for the customer and the team. • Professional experience as a Support Engineer or Senior Support Engineer supporting networking or web security products • Proven experience in handling critical escalations and driving them to successful resolution • A strong professional drive to thrive in a high-pressure environment of daily escalations and a genuine passion for resolving complex technical challenges for customers • Proficiency in troubleshooting network issues using standard diagnostic tools (e.g., Ping, Traceroute, MTR, etc.) • Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications • Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc • Strong understanding of network security concepts and technologies (SSL/TLS, VPNs, Firewall, IDS/IPS) • In-depth knowledge of VPN technologies, including IPsec and various VPN clients • At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in 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: • Various health plans • Time off plans for vacation and sick time • Parental leave options • Retirement options • Education reimbursement • In-office perks, and more! • Learn more about Zscaler’s Future of Work strategy, hybrid working model, and benefits here. • By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.