About Zscaler
Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler.
Our Engineering team built the world’s largest cloud security platform from the ground up, and we keep building. With more than 100 patents and big plans for enhancing services and increasing our global footprint, the team has made us and our multitenant architecture today's cloud security leader, with more than 15 million users in 185 countries. Bring your vision and passion to our team of cloud architects, software engineers, security experts, and more who are enabling organizations worldwide to harness speed and agility with a cloud-first strategy.
We're looking for an experienced Major Incident Manager to join our Escalations team, reporting to the VP of Global Escalations. This is a remote position with an on call rotation for nights and weekends.
- US Citizen is required to be Federally Compliant.
Responsibilities:
Major incidents are managed across multiple teams at Zscaler. When major incidents occur, whether they are within Zscaler’s control or not, you will step in to ensure customer and Zscaler teams are updated, escalation processes are followed, and drive action items with product teams working to address the incident. You will help manage and improve the incident management process in partnership with the Zscaler Operations problem management team. You will own the incident from the beginning until the end across all commercial and Federal clouds, from the first engagement with customers to the root cause analysis outlining what happened.
- Coordinate actions through incidents with product, field, and support teams to ensure all incident related tasks are being tracked and actioned.
- Assist support teams in working to identify themes which drive tickets and work to identify incidents much sooner.
- Manage communications from technical level teams up to c level executive audiences.
- Help mentor and train technical team leads to assist with technical observations and investigations during incidents.
- Be available to own incidents that may go past your working shift to hand off when other regions come online, or if a major incident occurs during weekends or public holidays.
What We’re Looking for (Minimum Qualifications)
- 5+ years of experience in a customer-facing technical troubleshooting role.
- Experience working in an incident management role(s) where you managed the incident to resolution. This includes writing customer facing communications with incident updates and Root Cause Analysis reports.
- Experience investigating, managing and writing incident post mortems and customer-facing root cause analysis reports
- Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Traceroute, MTR, etc)
- Knowledge of protocols such as HTTP, SMTP, FTP, DNS on enterprise network infrastructure
What Will Make You Stand Out (Preferred Qualifications)
- Familiarity with:
- Network Protocol Analyzers (tcpdump, Wireshark)
- Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
- Authentication systems such as LDAP, MS AD etc
- VPN technologies such as IPSec and VPN clients
- Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications
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Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.
The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.
Base Pay Range$122,500—$175,000 USD
By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.
Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.
See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.
Pay Transparency
Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.
Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.