Staff Escalation Engineer

Zscaler • San Jose, CA

3d • Hybrid

About The Position

Zscaler is seeking a Staff Escalation Engineer to join their Shared Platform Services team. This is a hybrid role based out of San Jose, CA, requiring 3 days a week in the office. The engineer will report to the Sr. Manager, Software Engineering QA and will be crucial in advancing the Zscaler Client Connector Cloud service's reliability, availability, and scalability. As part of the team that developed the world's largest cloud security platform, the role involves contributing vision and passion to enable organizations globally to leverage speed and agility through a cloud-first strategy.

Requirements

• 5+ years of experience along with expert troubleshooting, debugging, and root-cause analysis for complex, high-priority incidents, with experience using CPU/memory profilers to diagnose resource exhaustion
• Strong hands-on skills in Python, Bash, and Java; cloud platforms (GCP, AWS, Azure); and IaC/configuration tools (Terraform, Ansible)
• Ability to write complex MySQL queries and generate business reports
• Experience with authentication protocols such as SAML and OAuth
• Solid networking fundamentals (TCP/IP, UDP, ICMP) and debugging with Postman and packet captures, along with proficiency in monitoring tools like Grafana

Nice To Haves

• Experience developing applications with Java, REST APIs, MySQL, and jQuery
• Bachelor’s degree in Computer Science or Computer Engineering (or related field); MS in CS/CE preferred

Responsibilities

• Own and resolve escalated cloud incidents end-to-end, including impact analysis, debugging, implementing solutions, and communicating with stakeholders
• Collaborate with development, security, and operations to design and implement code/configuration fixes for complex system issues
• Monitor system health, performance, and security via PagerDuty and enhance alerting to meet SLOs
• Build diagnostic tools, dashboards, and documentation to enable faster, more effective incident resolution across the team
• Lead production service ownership and supportability by deploying critical fixes, making key deployment decisions, and responding to high-pressure off-hours events

Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees