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Zscaler is seeking a Product Support Engineer III specializing in Data Loss Prevention (DLP) to join its Technical Assistance Center (TAC) in Bangalore. This senior-level technical support role reports to the Senior Manager of Product Support and serves as the highest tier of escalation for complex and critical DLP issues.
In this position, you will be the primary point of contact for escalated DLP cases, taking ownership of the most challenging technical problems that have been escalated from Level I and Level II support engineers. Your responsibilities include performing detailed root cause analysis, implementing long-term solutions, and ensuring effective and efficient resolution of complex customer issues. You will work closely with product development, engineering, and cross-functional teams to resolve issues and drive improvements to Zscaler's DLP products and services.
Key responsibilities include:
- Serving as the escalation point for advanced DLP troubleshooting and case resolution
- Taking ownership of complex and critical cases with a focus on effective resolution
- Performing detailed root cause analysis to identify underlying issues and implement sustainable solutions
- Collaborating with product development and engineering teams to improve DLP offerings
- Maintaining proactive communication with customers throughout the escalation process, providing regular updates and managing expectations
You should have a minimum of 6+ years of technical support experience, with at least 4 years focused on DLP/CASB solutions and escalations. Required expertise includes data loss prevention, SaaS security, Cloud Access Security Brokers (CASB), and practical knowledge of AWS, Azure, or GCP cloud environments. You must have strong understanding of Unix/Linux and Windows operating systems, deep knowledge of data protection principles, and foundational understanding of AI/ML technologies.
Preferred qualifications include experience with AI-powered sensitive data discovery tools, scripting/automation with Python or PowerShell, and knowledge of compliance standards such as GDPR, HIPAA, or PCI-DSS. The ideal candidate thrives in ambiguity, operates with ownership mentality, excels at problem-solving, collaborates effectively, and maintains a strong growth mindset.
