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Zscaler is seeking an Escalation Engineer to join the Technical Assistance Center (TAC) in Bangalore on a hybrid basis, 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.
In this role, you will provide second-line phone and email consultation to independently debug complex security and network problems. You will interface directly with the Engineering team to assist customers with testing and troubleshooting, and reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams. You will create detailed entries in the technical support database to document incident resolutions not found in the knowledge base, and contribute to product direction by understanding customer use-cases and providing input on product and code changes throughout the product cycle.
Zscaler's Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. The company operates 200+ public data centers globally and is building an AI-native enterprise where human potential is amplified by machine intelligence.
The ideal candidate is an owner who operates with integrity and bias for action, a problem-solver energized by finding solutions to hard problems, a high-trust collaborator ambitious for the team, and customer-obsessed with deep empathy for both internal and external customers. You operate with urgency, understanding that speed and quality are not mutually exclusive in a high-growth environment.
REQUIREMENTS:
- Minimum 8 years of experience working 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 and augment problem-solving
- Experience with operating systems such as Linux, Unix, and FreeBSD
- Experience troubleshooting network issues and familiarity with necessary tools (Ping, Traceroute, MTR, etc.)
- Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc.
- Familiarity with Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS), authentication systems (LDAP, MS AD), VPN technologies (IPSec), and scripting (SHELL, Python, Perl)
PREFERRED QUALIFICATIONS:
- Demonstrated ability to leverage AI technologies and workflows to drive measurable operational efficiency
- Hands-on experience with Zscaler products
- Network Security related certifications
