Escalation Engineer - DLP

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 Escalation Engineer - DLP to join our team. This is a hybrid capacity based in Bangalore role, reporting to the Senior Manager, Product Support in the 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 DLP issues escalated from Level I and Level II support engineers. This role requires deep technical expertise in DLP technologies, exceptional problem-solving abilities, and a strong commitment to customer satisfaction. What you’ll do (Role Expectations) - Serve as the primary point of contact for escalated DLP issues, providing advanced troubleshooting and resolution for the escalated DLP cases - Take ownership of complex and critical cases, ensuring they are resolved effectively and efficiently - Perform detailed root cause analysis to identify underlying issues and implement long-term solutions for the customers - Work closely with product development, engineering, and other cross-functional teams to resolve issues and improve Zscaler DLP products and services - Maintain clear and proactive communication with customers throughout the escalation process, providing regular updates and managing expectations 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 - Minimum of 8+ years of experience in technical support, with at least 5 years focused on DLP/CASB solutions and escalations - Experience with data loss prevention, securing SaaS, and Cloud Access Security Brokers (CASB) - Practical working knowledge of AWS, Azure, or GCP cloud environments paired with a strong understanding of Unix/Linux and Windows operating systems - Deep understanding of data protection principles and practices What Will Make You Stand Out (Preferred Qualifications) - Experience deploying or supporting AI-powered sensitive data discovery tools or automated data classification models to enhance DLP capabilities - Experience with scripting and automation using Python or PowerShell - Knowledge of regulatory requirements and compliance standards such as GDPR, HIPAA, or PCI-DSS #LINT1 #LIHybr

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain. Minimum of 8+ years of experience in technical support, with at least 5 years focused on DLP/CASB solutions and escalations. Experience with data loss prevention, securing SaaS, and Cloud Access Security Brokers (CASB). Practical working knowledge of AWS, Azure, or GCP cloud environments paired with a strong understanding of Unix/Linux and Windows operating systems. Deep understanding of data protection principles and practices.

Serve as the primary point of contact for escalated DLP issues, providing advanced troubleshooting and resolution for the escalated DLP cases. Take ownership of complex and critical cases, ensuring they are resolved effectively and efficiently. Perform detailed root cause analysis to identify underlying issues and implement long-term solutions for the customers. Work closely with product development, engineering, and other cross-functional teams to resolve issues and improve Zscaler DLP products and services. Maintain clear and proactive communication with customers throughout the escalation process, providing regular updates and managing expectations.