CAP Engineer/Principal Escalation Engineer
Zscaler
- Mohali, Punjab
- Permanent
- Full-time
- Engage with customers on critical customer situations
- Interface with Engineering and/or network operations and assist the customer with testing or troubleshooting.
- Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
- Create knowledge base articles
- Contribute towards improving reliability, assurance and serviceability of our products by providing inputs based on in depth understanding of the product and customer use cases.
- Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.
- Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.
- Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.
- Other duties as assigned
- Minimum 8+ years of experience working as escalation engineer supporting networking or web security products.
- Experience with operating systems such as Linux, Unix, and Free BSD.
- Experience troubleshooting network issues, performance issues and familiarity with the necessary tools. (Ping, Traceroute, MTR, wireshark, saml tracer, etc)
- Expert knowledge of protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS, etc
- Working knowledge of Web proxies, Apache and IIS Web Server administration
- Familiarity with:
- Network Protocol Analyzers (tcpdump, Wireshark)
- Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
- Authentication systems such as LDAP, MS AD, SAML, Kerberos etc
- VPN technologies such as IPSec and VPN clients
- Scripting knowledge (SHELL, Python, Perl) would be appreciated
- Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.
- Expert level certification like CCIE, CCSE, NSE, JNCIE is preferred