Principal Engineer, Center of Excellence

Zscaler

12d•Remote

About The Position

Zscaler is a pioneer and global leader in zero trust security. The world’s largest businesses, critical infrastructure organizations, and government agencies rely on Zscaler to secure users, branches, applications, data & devices, and to accelerate digital transformation initiatives. Distributed across more than 160 data centers globally, the Zscaler Zero Trust Exchange platform combined with advanced AI combats billions of cyber threats and policy violations every day and unlocks productivity gains for modern enterprises by reducing costs and complexity. Here, impact in your role matters more than title and trust is built on results. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership and accountability. We champion an “AI Forward, People First” philosophy to help us accelerate and innovate, empowering our people to embrace their potential. If you’re driven by purpose, thrive on solving complex challenges and want to make a positive difference on a global scale, we invite you to bring your talents to Zscaler to help shape the future of cybersecurity. We are looking for a Principal Engineer, Center of Excellence to join our Engineering Center of Excellence department. This is a remote U.S. based role, reporting to the VP of Customer Excellence within the Global Customer Services team. You will work together with Support, Technical Account Managers, Engineering, QA, Operations, and Product Managers to increase technical proficiency across customer-facing teams and identify opportunities for greater efficiency. As one of a few top-level technical leaders, you will enable Global Customer Services (GCS) to deliver world-class support and product feedback.

Requirements

8+ years of support and networking experience as an SME specializing primarily in SD-WAN and Cloud Connector Technologies
Expertise in networking, cloud security, and performance management with the ability to quickly master new technologies
Proven effectiveness at collaborating and building consensus across cross-functional teams and organizations
Experience advising leadership at the Director level and above on technical strategy and voice of the customer
Experience developing new processes, tools, or product features to improve troubleshooting efficiency

Nice To Haves

Bachelor's degree in computer science, computer engineering, or equivalent advanced industry experience/certifications
Industry certification at the professional and expert level
Experience with the NPI (New Product Introduction) process and beta efforts

Responsibilities

Own the technical leadership to enable the customer teams across GCS
Develop training material, with the aid of development engineering, to address trends in customer issues and engineer skill gaps
Deliver technical training and/or train SMEs to lead training sessions
Set strategy and direction for reflecting customer voice and product use cases back into the product teams
Identify product supportability gaps and develop tools or features to improve troubleshooting efficiency