Escalation Engineer

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 experienced Escalation Engineer to join our Customer Success team.  This is a hybrid role based in Bangalore, you will report to the Escalation Manager. Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. You'll be an integral part of solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs. What you’ll do (Role Expectations) * Own and resolve the highest-severity technical escalations through deep analysis, ensuring fast resolution and managing the on-call rotation for critical issues * Troubleshoot and resolve complex issues across Zscaler cloud security services, configuration, policy engines, APIs, and AI-assisted capabilities * Investigate and resolve scenarios related to the secure use of AI models, governance of AI agents, data protection, and inference security * Perform detailed log, telemetry, and packet-level analysis to identify the root cause, reproducing complex defects, providing engineering-ready bug reports, and validating fixes * Drive cross-functional collaboration with Engineering, Cloud Ops, and Product Management, while also creating advanced troubleshooting documentation and acting as a technical mentor to uplift support capability Who You Are (Success Profile) * You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful. * You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution. * You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact. * You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. * You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. What We’re Looking for (Minimum Qualifications) * Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving * 4–10 years of deep technical support, cloud support engineering, or escalation engineering experience * Strong understanding of AI model security, data governance, AI agent behavior, and safe enterprise deployment principles * Proficiency with APIs, JSON, logging frameworks, Linux CLI, debugging tools, and cloud-based distributed systems * Exposure to cloud platforms (AWS/GCP/Azure) and identity, policy, or proxy-based architectures What Will Make You Stand Out (Preferred Qualifications) * Demonstrated experience with Zscaler products (ZIA, ZPA, ZDX) or similar cloud security platforms, including knowledge of enterprise networking, TLS/SSL inspection, and authentication flows * Familiarity with LLM-based system behavior, data leakage prevention in AI, and establishing model access policy controls * Proficiency in scripting for automation, efficient troubleshooting, and reproducing complex customer environments #LI-RR #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.

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 - DLP to join our team. This is a hybrid capacity based in Bangalore role, reporting to the Senior Manager, Product Support in the Support department. The ideal candidate will function as the highest level of technical support within the TAC, responsible for resolving the most complex and critical DLP issues escalated from Level I and Level II support engineers. This role requires deep technical expertise in DLP technologies, exceptional problem-solving abilities, and a strong commitment to customer satisfaction. What you’ll do (Role Expectations) * Serve as the primary point of contact for escalated DLP issues, providing advanced troubleshooting and resolution for the escalated DLP cases * Take ownership of complex and critical cases, ensuring they are resolved effectively and efficiently * Perform detailed root cause analysis to identify underlying issues and implement long-term solutions for the customers * Work closely with product development, engineering, and other cross-functional teams to resolve issues and improve Zscaler DLP products and services * Maintain clear and proactive communication with customers throughout the escalation process, providing regular updates and managing expectations Who You Are (Success Profile) * You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful. * You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution. * You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact. * You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. * You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. 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 * Minimum of 8+ years of experience in technical support, with at least 5 years focused on DLP/CASB solutions and escalations * Experience with data loss prevention, securing SaaS, and Cloud Access Security Brokers (CASB) * Practical working knowledge of AWS, Azure, or GCP cloud environments paired with a strong understanding of Unix/Linux and Windows operating systems * Deep understanding of data protection principles and practices What Will Make You Stand Out (Preferred Qualifications) * Experience deploying or supporting AI-powered sensitive data discovery tools or automated data classification models to enhance DLP capabilities * Experience with scripting and automation using Python or PowerShell * Knowledge of regulatory requirements and compliance standards such as GDPR, HIPAA, or PCI-DSS #LINT1 #LIHybrid 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.

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 a Escalation Engineer - DLP to join our team in a hybrid capacity based in Bangalore, reporting to the Senior Manager, Product Support within our Support department. The ideal candidate will function as the highest level of technical support within the TAC, responsible for resolving the most complex and critical DLP issues escalated from Level I and Level II support engineers. This role requires deep technical expertise in DLP technologies, exceptional problem-solving abilities, and a strong commitment to customer satisfaction. What you’ll do (Role Expectations) * Serve as the primary point of contact for escalated DLP issues, providing advanced troubleshooting and resolution for the escalated DLP cases * Take ownership of complex and critical cases, ensuring they are resolved effectively and efficiently * Perform detailed root cause analysis to identify underlying issues and implement long-term solutions for the customers * Work closely with product development, engineering, and other cross-functional teams to resolve issues and improve Zscaler DLP products and services * Maintain clear and proactive communication with customers throughout the escalation process, providing regular updates and managing expectations Who You Are (Success Profile) * You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution. * You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact. * You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. * You are customer-obsessed. You build deep empathy for the customer—both internal and external—and anchor your decisions in solving their real-world problems. You champion their needs from start to finish, knowing their success is our success. * You operate with urgency. You understand that in a high-growth environment, speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action, delivering high-impact results quickly to win for the customer and the team. What We’re Looking for (Minimum Qualifications) * Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving * Minimum of 8+ years of experience in technical support, with at least 5 years focused on DLP/CASB solutions and escalations * Experience with data loss prevention, securing SaaS, and Cloud Access Security Brokers (CASB) * Strong understanding of Unix/Linux and Windows operating systems * Practical working knowledge of AWS, Azure, or GCP cloud environments What Will Make You Stand Out (Preferred Qualifications) * Experience with scripting and automation using Python or PowerShell * Knowledge of regulatory requirements and compliance standards such as GDPR, HIPAA, or PCI-DSS * Familiarity with ticketing systems and support tools including ServiceNow, Salesforce, or JIRA #LIRR1  #LIHybrid 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.