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Home / Escalation Engineer

Escalation Engineer

Zscaler at a glance

zscaler.com
  • Founded 2008
  • Ticker ZS
ZS 143.55 USD +1.70%
  • Revenue (FY2025) $2.67B
  • Net income -$41.48M

Investor research: Yahoo Finance · SEC filings

Source: Wikipedia

Zscaler

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 24×7 Support Operation and 24×7 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 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.

To apply for this job please visit job-boards.greenhouse.io.

Terms used in this posting

on-call
You may be required to be reachable and available to work outside normal scheduled hours, typically for a set rotation.
hybrid
A work arrangement combining both in-office and remote/at-home work, typically on a set schedule.

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Working in Bangalore, Karnataka

Weather right now in Bangalore, Karnataka: checking… · Local time: · Air quality: · Daylight: · UV index:

Bengaluru, also known as Bangalore, is the capital and largest city of the southern Indian state of Karnataka. As per the 2011 census, the city had a population of 8.4 million, making it the third most populous city in India and the most populous in South India. The Bengaluru metropolitan area had a population of around 8.5 million, making it the fifth most populous urban agglomeration in the country. It is located towards the southern end of the Deccan Plateau, at an altitude of 900 m (3,000 ft) above sea level. The city is known as India's "Garden City", due to its parks and greenery.

Karnataka is a state in the southwestern coast of India. It was formed as Mysore State on 1 November 1956, with the passage of the States Reorganisation Act, and renamed Karnataka in 1973. The state is bordered by the Lakshadweep Sea to the west, Goa to the northwest, Maharashtra to the north, Telangana to the northeast, Andhra Pradesh to the east, Tamil Nadu to the southeast, and Kerala to the so

🇮🇳 Relocation safety for India: High Risk — via Warnely, CC BY 4.0

National unemployment rate in India: 4.2% — via World Bank

  • Elevation 921m (3,022 ft)

Source: Wikipedia (state)

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