Escalation Engineer - ZIA/ZPA

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 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 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 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 - Bachelors with 8 plus years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products - Proven experience in handling critical escalations and driving them to successful resolution - A strong professional drive to thrive in a high-pressure environment of daily escalations and a genuine passion for resolving complex technical challenges for customers - Proficiency in troubleshooting network issues using standard diagnostic tools (e.g., Ping, Traceroute, MTR, etc.) What Will Make You Stand Out (Preferred Qualifications) - Experience utilizing AI-driven network analytics, automated log analysis tools, or predictive anomaly detection to accelerate root-cause resolution of complex escalations - Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc - Strong understanding of network sec

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain. Bachelors with 8 plus years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products. Proven experience in handling critical escalations and driving them to successful resolution. A strong professional drive to thrive in a high-pressure environment of daily escalations and a genuine passion for resolving complex technical challenges for customers. Proficiency in troubleshooting network issues using standard diagnostic tools (e.g., Ping, Traceroute, MTR, etc.).

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.