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Zscaler is seeking an Escalation Engineer to join the Customer Success team in Bangalore on a hybrid basis. You will handle escalated technical support issues for Zscaler's Zero Trust Exchange platform, a cloud-native security solution protecting users, devices, and applications globally.
In this role, you will engage directly with customers on critical technical challenges, participate in 24x7 support operations with on-call rotation, and collaborate with Engineering teams to troubleshoot and resolve complex issues. You'll reproduce customer problems to verify root causes, provide feedback to Engineering and Operations, and document novel incident resolutions in the technical knowledge base.
You bring 8+ years of support engineering experience with cloud networking or web security products, plus 7+ years working with Linux, Unix, or FreeBSD operating systems. You have hands-on expertise delivering cloud-based solutions and demonstrate curiosity about AI tools, actively integrating them into your workflows to enhance problem-solving.
You are a problem-solver energized by complex technical challenges, customer-obsessed in your approach, and operate with urgency while maintaining quality. You collaborate across teams with candor and respect, act with ownership and accountability, and balance high-level strategy with hands-on execution. Your ability to navigate escalations, communicate clearly under pressure, and drive customer value makes you an ideal fit for this high-impact role.
