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 a Escalation Engineer to join our team in a hybrid capacity based in Bangalore, reporting to the Senior Manager, Product Support within our 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 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. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. 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.
• You are customer-obsessed. You build deep empathy for the customer and anchor your decisions in solving their real-world problems. You champion their needs from start to finish, knowing their success is our success.
• You operate with urgency. You understand that in a high-growth environment, speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action to win for the customer and the team.

What We’re Looking For (Minimum Qualifications)

• 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)

• Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc
• Strong understanding of network security concepts and technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)
• In-depth knowledge of VPN technologies, including IPsec and various VPN clients
• Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications 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.

Benefits Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more! Learn more about Zscaler's hybrid working model and benefits here. By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines. Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link. Pay Transparency Zscaler complies with all applicable federal, state, and local pay transparency rules. Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.