Sr. Staff Software Development Engineer - Customer Reliability

Zscaler

11d•Remote

About The Position

Zscaler accelerates digital transformation so our customers can be more agile, efficient, resilient, and secure. Our cloud native Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 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 value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your 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 and help shape the future of cybersecurity. We’re looking for an experienced Senior Staff Software Engineer to join our Customer Reliability Engineering team, supporting our Zscaler Private Access platform. This is a remote position within the United States. Reporting to the Director of Software Engineering, you will be responsible for:

Requirements

US citizenship (required for federal compliance)
8+ years of experience supporting enterprise products/services and handling customer escalations
In-depth knowledge of Linux/Unix operating systems and operating duplication principles
Strong understanding of networking concepts including TCP/IP stack performance
Demonstrated expertise in debugging issues in cloud environments

Nice To Haves

Strong proficiency in C programming, data structures, and algorithms, with hands-on experience in POSIX multi-threading and low-level network/socket programming.
Demonstrated experience diagnosing and troubleshooting complex issues across the stack, from low-level network performance (packet captures) to application-level APIs (Postman, cURL).
Experience with modern infrastructure, including virtualization and containerization technologies (e.g., Docker, Kubernetes).

Responsibilities

Managing and resolving high-impact customer escalations for enterprise products and services
Acting as a technical liaison between engineering and support teams to drive rapid issue resolution
Debugging and troubleshooting complex problems in cloud environments and operating systems (Linux/Unix)
Driving hotfixes, patch releases, and other corrective actions to maintain high service availability
Identifying and recommending enhancements to proactively improve product reliability and customer experience