🕒 9 days ago
Resolves the most complex escalated networking and web security issues, reproduces customer problems, collaborates with Engineering and Operations, and contributes troubleshooting insights to product improvements.
Escalation Engineer - Cloud
🕒 4 days ago
Cloud NetworkingWeb SecurityLinuxUnix
📜 Description
- Engage with customers on escalated support issues and critical situations.
- Participate in 24x7 support operations and an on-call rotation.
- Work with Engineering to test and troubleshoot customer issues.
- Reproduce issues and share findings with Engineering and Operations.
- Document incident resolutions not covered in the knowledge base.
🛠️ Requirements
- You are a problem-solver who is energized by finding solutions to complex technical challenges, knowing that tackling tough issues delivers the highest impact.
- You are customer-obsessed, building deep empathy for internal and external stakeholders and anchoring every decision in solving real-world customer problems.
- You operate with urgency, balancing speed and technical quality to execute swiftly and deliver high-impact results for both the customer and the team.
- You are a high-trust collaborator who embraces a culture of continuous feedback, giving and receiving candid input with clarity and respect to build trust across teams.
- You act like an owner with a strong bias for action, taking full accountability for outcomes and navigating seamlessly between high-level strategy and hands-on execution.
- 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 8+ years of experience working as a Support Engineer or Senior Support Engineer supporting cloud networking or web security products
- 7+ years of experience with operating systems such as Linux, Unix, and FreeBSD
- Experience delivering products and services as cloud-based solutions
- Strong communication skills (verbal and written) with the ability to communicate at a technical and business level with internal teams, customers, partners, and executives
✨ Benefits
- Health plans
- Vacation and sick time
- Parental leave
- Retirement options
- Education reimbursement
- In-office perks
Full job description
Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.
We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.
Role
We are looking for an Escalation Engineer to join our team. This is a Hybrid (Mohali) role, reporting to the Escalation Manager in the Customer Success department. In this role, you will play an integral part in solving critical technical challenges faced by client-facing teams, driving customer value, and enhancing operational efficiency. By leveraging data, market insights, and cross-functional collaboration, you will facilitate smooth technical resolutions and deliver exceptional experiences for Zscaler customers.
What you’ll do (Role Expectations)
- Engaging with customers on escalated support issues or important customer situations
- Participating in a 24x7 Support Operation and 24x7 on-call rotation
- Working with Engineering and assisting the customer with testing or troubleshooting
- Reproducing customer issues to verify problems and provide feedback to Engineering and Operations teams
- Creating entries in our technical support online database to document any incident resolution that is not found in our knowledge base
Who You Are (Success Profile)
- You are a problem-solver who is energized by finding solutions to complex technical challenges, knowing that tackling tough issues delivers the highest impact.
- You are customer-obsessed, building deep empathy for internal and external stakeholders and anchoring every decision in solving real-world customer problems.
- You operate with urgency, balancing speed and technical quality to execute swiftly and deliver high-impact results for both the customer and the team.
- You are a high-trust collaborator who embraces a culture of continuous feedback, giving and receiving candid input with clarity and respect to build trust across teams.
- You act like an owner with a strong bias for action, taking full accountability for outcomes and navigating seamlessly between high-level strategy and hands-on execution.
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 8+ years of experience working as a Support Engineer or Senior Support Engineer supporting cloud networking or web security products
- 7+ years of experience with operating systems such as Linux, Unix, and FreeBSD
- Experience delivering products and services as cloud-based solutions
- Strong communication skills (verbal and written) with the ability to communicate at a technical and business level with internal teams, customers, partners, and executives
What Will Make You Stand Out (Preferred Qualifications)
- Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
- Hands-on experience managing cloud security (NSGs, NACLs), Infrastructure as Code tools like Terraform or CloudFormation, and monitoring tools such as CloudWatch, Azure Monitor, and Log Analytics
- Deep expertise in cloud networking infrastructure, hybrid connectivity, and traffic management across AWS, Azure, and GCP, including VPC/VNet peering, Direct Connect, ExpressRoute, and ELB/GWLB
#LI-Hybrid
#LI-RR1
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.
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