Escalation Engineer - Cloud

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform. We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler. Role We are looking for an Escalation Engineer to join our team. This is a Hybrid (Mohali) role, reporting to the Escalation Manager in the Customer Success department. In this role, you will play an integral part in solving critical technical challenges faced by client-facing teams, driving customer value, and enhancing operational efficiency. By leveraging data, market insights, and cross-functional collaboration, you will facilitate smooth technical resolutions and deliver exceptional experiences for Zscaler customers. What you’ll do (Role Expectations) • Engaging with customers on escalated support issues or important customer situations • Participating in a 24x7 Support Operation and 24x7 on-call rotation • Working with Engineering and assisting the customer with testing or troubleshooting • Reproducing customer issues to verify problems and provide feedback to Engineering and Operations teams • Creating entries in our technical support online database to document any incident resolution that is not found in our knowledge base Who You Are (Success Profile) • You are a problem-solver who is energized by finding solutions to complex technical challenges, knowing that tackling tough issues delivers the highest impact. • You are customer-obsessed, building deep empathy for internal and external stakeholders and anchoring every decision in solving real-world customer problems. • You operate with urgency, balancing speed and technical quality to execute swiftly and deliver high-impact results for both the customer and the team. • You are a high-trust collaborator who embraces a culture of continuous feedback, giving and receiving candid input with clarity and respect to build trust across teams. • You act like an owner with a strong bias for action, taking full accountability for outcomes and navigating seamlessly between high-level strategy and hands-on execution. What We’re Looking for (Minimum Qualifications) • Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving • Minimum 8+ years of experience working as a Support Engineer or Senior Support Engineer supporting cloud networking or web security products • 7+ years of experience with operating systems such as Linux, Unix, and FreeBSD • Experience delivering products and services as cloud-based solutions • Strong communication skills (verbal and written) with the ability to communicate at a technical and business level with internal teams, customers, partners, and executives What Will Make You Stand Out (Preferred Qualifications) • Demonstrate a proven ability to leverage AI technologies and workflows t