Staff Software Engineer Customer Reliability

Zscaler is looking for highly motivated and talented Staff Software Engineer to join the Sustaining Engineering team in the Emerging Technology product group.
Sr Software Engineer is a role encompassing multiple aspects of support issues, escalations, and technical leadership. This position includes responsibilities for liaising between Engineering organization and support organization in meeting our relentless goals of customer first culture.

The ideal candidate is creative thinker, problem solver, teacher, learner, and is motivated with engineering excellence.

Qualifications

***   US Citizen required to be compliant ***

• 8+ years of hands-on experience in handling customer escalations and providing support for enterprise products/services
• Deep understanding of Operating System principles and OS like Linux/Unix
• In-depth understanding of networking concepts including performance parameters of TCP/IP stack.
• Experience in Network Data Path & Socket programming & POSIX Multi-thread programming.
• Excellent Problem Solving skills
• Debugging skills in cloud environments
• Previous experience in security or access management a plus
• Strong oral and written communication skills
• Good team player with right attitude
• Nice to Have: C programming, Data structures/Algorithms 

• Customer-focused and highly driven to solve real problems for customers
• Manage day to day customer reported issues/escalations and thrive to improve resolution times
• Provide a roadmap of product enhancements to reduce support incidents and escalations to improve service levels
• Represent engineering organizations on support and escalation calls with customers
• Ensure highly available services with zero downtime. Be responsible for supporting customers in partnership with the engineering and operations teams
• Drive HOTfixes and patch releases as needed to maintain the desired level of service for our customers
• Ensure that you maximize the productivity of engineering organization to grow the business while providing world class service and support to our customers
• Passionate about supporting a best in class product with a focus on RAS – Reliability, Availability, and Scalability.