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Zscaler is seeking an Escalation Engineer to join its Technical Assistance Center (TAC) in a hybrid role based in Bangalore or Mohali, reporting to the Senior Manager of Product Support. This is 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.
You will own and drive resolution of escalated customer issues and critical situations, ensuring timely, high-quality outcomes within established SLAs and OLAs. You'll work on critical customer cases, providing clear status updates and action plans throughout the resolution process. The role includes participation in a 24x7 support operation with on-call rotation requirements.
Key responsibilities include:
- Owning and driving resolution of escalated customer issues and critical situations
- Working on critical customer cases and resolving them within established SLAs/OLAs
- Participating in 24x7 support operations, including on-call rotation
- Collaborating with Engineering to support customer testing efforts and accelerate troubleshooting
- Reproducing customer-reported issues in controlled environments to validate defects
- Creating and maintaining technical knowledge base entries to document troubleshooting steps and resolutions
Zscaler's Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications. The company is distributed across 160+ public exchanges globally and is the world's largest in-line cloud security platform.
The ideal candidate is an owner with a bias for action, a problem-solver energized by finding solutions, a high-trust collaborator who embraces feedback, customer-obsessed, and operates with urgency in a high-growth environment.
**Requirements:**
- Bachelor's degree with 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products
- Demonstrated curiosity and active exploration of AI tools, with proven history of integrating new technologies to enhance workflows
- Proven experience handling critical escalations and driving them to successful resolution
- Strong professional drive to thrive in high-pressure environment of daily escalations
- Genuine passion for resolving complex technical challenges for customers
- Proficiency in troubleshooting network issues using standard diagnostic tools (Ping, Traceroute, MTR, etc.)
**Preferred Qualifications:**
- Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS
- 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
