- Company Name
- Zscaler
- Job Title
- Staff Escalation Engineer (DevOps)
- Job Description
-
Job Title: Staff Escalation Engineer (DevOps)
Role Summary
Lead end‑to‑end resolution of high‑priority cloud incidents for the Zscaler Client Connector. Own production service reliability, availability, and scalability through debugging, code changes, and infrastructure automation. Work cross‑functionally with development, security, and operations to deploy fixes, enhance monitoring, and build diagnostic tooling.
Expectations
- Resolve escalated incidents with minimal downtime, performing impact analysis, debugging, and root‑cause remediation.
- Collaborate on production releases, configuration fixes, and CI/CD pipelines.
- Enhance alerting to meet SLOs and drive proactive incident prevention.
- Mentor peers on troubleshooting best practices and tool usage.
Key Responsibilities
- Own and close high‑priority incidents from triage to post‑mortem.
- Analyze logs, metrics, and stack traces; use CPU/memory profilers to pinpoint resource issues.
- Design and implement code or IaC (Terraform, Ansible) fixes; deploy to GCP and on‑prem data centers via CI/CD.
- Build dashboards, alert rules, and diagnostic utilities (Grafana, Kibana) to aid rapid responses.
- Communicate incident status and permanent fixes to stakeholders.
- Maintain and improve vulnerability, authentication (SAML/OAuth), and networking monitoring (TCP/UDP/ICMP).
Required Skills
- 5+ years of production incident triage in cloud environments.
- Proficient in Python, Bash, Java, and SQL (MySQL).
- Strong grasp of GCP, AWS, Azure, Terraform, Ansible, CI/CD.
- Experience with monitoring/alerting tools (Grafana, Kibana), PagerDuty, and packet capture utilities (Wireshark, Postman).
- Ability to write complex MySQL queries and create business reports.
- Solid networking fundamentals (TCP/IP, UDP, ICMP).
Required Education & Certifications
- Bachelor’s degree in Computer Science, Computer Engineering, or related field (MS preferred).
- Certifications in cloud platforms or IaC (e.g., GCP Professional Cloud Architect, AWS Certified DevOps Engineer, Terraform Associate) are advantageous.