Escalation Engineer

About this job

Zscaler is looking for an Escalation Engineer to join the support department in Bangalore or Mohali. Zscaler provides a cloud security platform that protects thousands of global customers against cyberattacks through its Zero Trust Exchange. As the highest level of technical support in the TAC, this role involves managing and resolving the most difficult issues passed down from level I and II engineers. On a normal day, the Escalation Engineer takes charge of critical customer problems, works to meet expected resolution timelines, and reproduces issues in controlled environments. The role also requires collaborating with Engineering to speed up troubleshooting, participating in 24x7 support operations and on-call rotations, and documenting troubleshooting steps in the knowledge base to help the team handle complex security and networking challenges.

Responsibilities

• Manage and resolve critical customer escalations within expected resolution timelines.
• Participate in a 24x7 support operation and on-call rotation as required.
• Partner with Engineering to accelerate troubleshooting and support customer testing.
• Reproduce customer problems in controlled environments to validate defects.
• Provide clear and actionable findings to Engineering and Operations teams.
• Create and maintain support database and knowledge base entries for troubleshooting steps.

Requirements

• Bachelor's degree with 8 or more years of experience as a Support or Senior Support Engineer.
• Background in supporting networking or web security products.
• Proven experience handling critical escalations and driving successful resolutions.
• Curiosity and active exploration of AI tools to enhance workflows and problem-solving.
• Professional drive to thrive in a high-pressure environment of daily escalations.
• Proficiency in troubleshooting network issues using standard tools like Ping, Traceroute, and MTR.

Good to have

• Ability to leverage AI technologies and workflows for operational efficiency.
• Strong understanding of network security concepts including SSL/TLS, VPNs, Firewall, IDS, and IPS.
• In-depth knowledge of IPsec and various VPN client technologies.

Who should apply

This role suits experienced support professionals with a strong background in networking or web security products who excel at solving complex technical challenges under pressure. Ideal candidates are customer-obsessed problem solvers who operate with urgency, take ownership of critical issues, and collaborate effectively with engineering teams. Freshers should not apply, as a minimum of 8 years of relevant experience along with a bachelor's degree is required for this position.

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