Escalation Engineer

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About the role

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 a Escalation Engineer to join our team in a hybrid capacity based in Bangalore/Mohali, reporting to the Senior Manager, Product Support within our Support department. The ideal candidate will function as the highest level of technical support within the TAC, responsible for resolving the most complex and critical issues escalated from Level I and Level II support engineers. What you’ll do (Role Expectations) • Own and drive resolution of escalated customer issues and critical situations, ensuring timely, high-quality outcomes • Work on critical customer cases and resolve them within established/expected resolution timelines (SLAs/OLAs), providing clear status and action plans throughout • Participate in a 24x7 support operation, including an on-call rotation (as required) and Collaborate with Engineering to support customer testing efforts and accelerate troubleshooting and resolution • Reproduce customer-reported issues in controlled environments to validate defects and provide clear, actionable findings to Engineering and Operations • Create and maintain technical knowledge base/support database entries to document troubleshooting steps and resolutions when content does not already exist Who You Are (Success Profile) • You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution. • You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact. • You are a high-trust collaborator. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork. • You are customer-obsessed. You build deep empathy for the customer and anchor your decisions in solving their real-world problems. You champion their needs from start to finish, knowing their success is our success. • You operate with urgency. You understand that in a high-growth environment, speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action to win for the customer and the team. 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 • Bachelors with 8 plus years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products • Proven experience in handlin

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