Escalation Engineer

Zscaler
Bengaluru
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: bachelorsSkills: ["Customer obsession","Ownership","Problem-solving","Integrity","Collaboration"]

Own and drive resolution of the most complex, critical customer escalations in Zscaler’s TAC, ensuring timely, high-quality outcomes within SLAs/OLAs. Triage and reproduce issues in controlled environments, then provide clear findings to Engineering and Operations. Collaborate across teams during a 24x7 support operation and maintain a technical knowledge base by documenting troubleshooting steps and resolutions when gaps exist.

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FursaFursa
Zscaler
Zscaler
7 hours ago

Escalation Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Own and drive resolution of the most complex, critical customer escalations in Zscaler’s TAC, ensuring timely, high-quality outcomes within SLAs/OLAs. Triage and reproduce issues in controlled environments, then provide clear findings to Engineering and Operations. Collaborate across teams during a 24x7 support operation and maintain a technical knowledge base by documenting troubleshooting steps and resolutions when gaps exist.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own and drive resolution of escalated customer issues and critical situations with timely, high-quality outcomes.
  • •Handle critical customer cases within established resolution timelines (SLAs/OLAs) and provide clear status and action plans.
  • •Participate in a 24x7 support operation, including on-call rotation as required, and collaborate with Engineering for customer testing and troubleshooting.
  • •Reproduce customer-reported issues in controlled environments to validate defects and provide actionable findings to Engineering and Operations.
  • •Create and maintain technical knowledge base entries documenting troubleshooting steps and resolutions when content is missing.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveRetirement OptionsLearning Budget

Key Requirements

  • •Bachelors with 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products.
  • •Proven experience handling critical escalations and driving issues to successful resolution.
  • •Troubleshooting proficiency for network issues using standard diagnostic tools (e.g., Ping, Traceroute, MTR).
  • •Strong professional drive to thrive in a high-pressure environment of daily escalations and complex technical challenges.
  • •Demonstrated curiosity with a proven history of integrating AI tools to enhance workflows and augment problem-solving.
Experience:8+ years
Education:Bachelor's in Computer Science/Engineering
Skills:Customer obsessionOwnershipProblem-solvingIntegrityCollaboration
Languages:English
Tech Stack:AI toolsPingTracerouteMTRHTTPSMTPFTPDNSSSL/TLSVPNIPsecVPN clientsFirewallIDS/IPS

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