Escalation Engineer - Cloud

Zscaler
Bengaluru
Workplace: HybridFull timeFunction: IT Support & HelpdeskExperience: 8+ yearsSkills: ["Problem-solving","Customer obsession","Empathy","Urgency","Technical communication","High-trust collaboration","Continuous feedback","Ownership","Bias for action"]

Join the Customer Success escalation team to resolve critical, customer-facing technical issues in a 24x7 support and on-call environment. Investigate and reproduce problems, partner with Engineering to troubleshoot and test solutions, and document resolutions in the technical support database. You’ll blend cloud networking and web security expertise with strong communication to drive fast, high-quality outcomes and operational efficiency for Zscaler customers.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Zscaler
Zscaler
1 month ago

Escalation Engineer - Cloud

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Join the Customer Success escalation team to resolve critical, customer-facing technical issues in a 24x7 support and on-call environment. Investigate and reproduce problems, partner with Engineering to troubleshoot and test solutions, and document resolutions in the technical support database. You’ll blend cloud networking and web security expertise with strong communication to drive fast, high-quality outcomes and operational efficiency for Zscaler customers.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Engage with customers on escalated support issues and important customer situations.
  • •Participate in a 24x7 support operation and 24x7 on-call rotation.
  • •Work with Engineering to assist the customer with testing or troubleshooting.
  • •Reproduce customer issues to verify problems and provide feedback to Engineering and Operations.
  • •Create entries in the technical support online database to document incident resolutions not covered in the knowledge base.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeavePensionLearning Budget

Key Requirements

  • •8+ years of experience as a Support Engineer or Senior Support Engineer supporting cloud networking or web security products.
  • •7+ years of experience operating systems such as Linux, Unix, and FreeBSD.
  • •Experience delivering products and services as cloud-based solutions.
  • •Demonstrated curiosity in AI tools, including integrating new technologies to improve workflows and problem-solving.
  • •Strong verbal and written communication at a technical and business level with internal teams, customers, partners, and executives.
Experience:8+ yearsCloudNetworkingWeb securityCustomer support
Skills:Problem-solvingCustomer obsessionEmpathyUrgencyTechnical communicationHigh-trust collaborationContinuous feedbackOwnershipBias for action
Tech Stack:AWSAzureGCPVPC/VNet peeringDirect ConnectExpressRouteELBGWLBNSGsNACLsInfrastructure as CodeTerraformCloudFormationCloudWatchAzure MonitorLog AnalyticsLinuxUnixFreeBSDUbuntu

Company Brief

Zscaler
Provides cloud-native security platform delivering secure access, threat protection, and zero trust services to organizations, enabling secure internet and private application access without traditional network appliances.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2007
WebsiteLinkedIn