Engineer, Center of Excellence

About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. Role We are looking for an Engineer, Center of Excellence to join our team. This is a hybrid role based in Bangalore or Mohali, reporting to the VP, Support Excellence in the Customer Success department. As an Engineer in the Center of Excellence, you will work together with Support, Technical Account Managers, Engineering, QA, Operations, and Product Managers to increase technical proficiency across customer-facing teams and identify opportunities for greater efficiency. As one of a few top-level technical leaders, you will enable Global Customer Services (GCS) to deliver world-class support and product feedback. What you’ll do (Role Expectations) - Own the technical leadership to enable the customer teams across GCS - Develop training material, with the aid of development engineering, to address trends in customer issues and engineer skill gaps - Deliver technical training and/or train SMEs to lead training sessions - Set strategy and direction for reflecting customer voice and product use cases back into the product teams - Identify product supportability gaps and develop tools or features to improve troubleshooting efficiency Who You Are (Success Profile) - You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful. - 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. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution. - You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact. - You are a high-trust collaborator. You are ambitious for the team, not just yourself. 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 and the fastest way to earn trust. - You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. What We’re Looking for (Minimum Qualifications) - Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain - 8+ years of support and networking experience as an SME specializing primarily in Cloud Connector Technologies (ZCC) - Expertise in networking, cloud security, and performance management with the ability to quickly master new technologies - Proven effectiveness at collaborating and building consensus across cross-functional teams and organizations - Experience developing new processes, tools, or product features to improve troubleshooting efficiency What Will Make You Stand Out (Preferred Qualifications) - Experience leveraging AI-driven diagnostic tools, predictive analytics, or automated knowledge-base systems to optimize root-cause analysis and accelerate issue resolution - Industry certification at the professional and expert level - Experience with the NPI (New Product Introduction) process and beta efforts #LI-HG1 #LI-Hybrid At Zscaler, we are committed to building a team that reflects the communities we