Escalation Engineer - AI Security

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 experienced Escalation Engineer to join our Customer Success team. This is a hybrid role based in Bangalore, you will report to the Escalation Manager. Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. You'll be an integral part of solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs. What you’ll do (Role Expectations) - Own and resolve the highest-severity technical escalations through deep analysis, ensuring fast resolution and managing the on-call rotation for critical issues - Troubleshoot and resolve complex issues across Zscaler cloud security services, configuration, policy engines, APIs, and AI-assisted capabilities - Investigate and resolve scenarios related to the secure use of AI models, governance of AI agents, data protection, and inference security - Perform detailed log, telemetry, and packet-level analysis to identify the root cause, reproducing complex defects, providing engineering-ready bug reports, and validating fixes - Drive cross-functional collaboration with Engineering, Cloud Ops, and Product Management, while also creating advanced troubleshooting documentation and acting as a technical mentor to uplift support capability 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) - Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving - 4–10 years of deep technical support, cloud support engineering, or escalation engineering experience - Strong understanding of AI model security, data governance, AI agent behavior, and safe enterprise deployment principles - Proficiency with APIs, JSON, logging frameworks, Linux CLI, debugging tools, and cloud-based distributed systems - Exposure to cloud platforms (AWS/GCP/Azure) and identity, policy, or proxy-based architectures What Will Make You Stand Out (Preferred Qualifications) - Demonstrated experience with Zscaler products (ZIA, ZPA, ZDX) or similar cloud security platforms, including knowledge of enterprise networking, TLS/SSL inspection, and authentication flows - Familiarity with LLM-based system behav