Escalation Engineer

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 to join our team. This is a Hybrid role based in our Bangalore/Mohali office, reporting to the Senior Manager, Product Support. In this role, you will provide world-class post-sales technical support to internal Level I and Level II Support Engineers, as well as deliver direct assistance to customers and partners on escalated issues. As a critical member of the escalation team, you will work directly with Operations and Engineering to open bugs and feature requests while supplying all necessary diagnostic information to drive rapid resolution. What you’ll do (Role Expectations) - Engage with customers on escalated support issues or critical customer situations and participate in a 24x7 Support Operation and 24x7 on-call rotation - Interface with Engineering and assist the customer with testing or troubleshooting - Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams - Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base - Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle Who You Are (Success Profile) - You are a tenacious problem-solver who seeks out challenges, knowing that finding solutions to hard problems delivers the biggest impact. - You act like an owner, letting your passion for the mission fuel your bias for action while navigating seamlessly between high-level strategy and hands-on execution. - You are a high-trust collaborator who is ambitious for the team, embracing our challenge culture by giving and receiving clear, respectful feedback to quickly earn trust. - You are customer-obsessed, building deep empathy for both internal and external users to champion their needs and anchor decisions in solving real-world problems. - You operate with urgency and a relentless focus on execution, understanding that in a high-growth environment, speed and quality are not mutually exclusive. 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 experience as a Support Engineer or Senior Support Engineer supporting networking or web security products - Practical knowledge of networking and security products and enterprise network infrastructure - Experience troubleshooting network issues and familiarity with necessary tools such as Ping, Traceroute, and MTR - Hands-on experience with SD-WAN, Routing protocols (BGP, OSPF), Firewall, Switching, SSL, SWG, VPN, and VDN - Working knowledge and hands-on experience with Ubuntu and Python What Will Make You Stand Out (Preferred Qualifications) - Demonstrated experience with Zscaler products (ZIA, ZPA, ZDX) or similar cloud security platforms, including TLS/SSL inspection and authentication flows - Proficiency in scripting for automation, efficient troubleshooting, and reproducing complex customer environments #LI-RG #LI-Hybrid At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure. Our Benefits program is one of the most i