Zscaler

2 months ago

Escalation Engineer - ZIA/ZPA

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Escalation Engineer in a hybrid role based in India, handling high-priority network and web security escalations. You will own complex issues, coordinate with Engineering, support 24x7 on-call operations, reproduce defects, and contribute to a growing knowledge base, helping customers secure the AI era and advance Zscaler’s Zero Trust platform.

Location: Bengaluru

Workplace: Hybrid

Employment Type: Full time

Job Function: IT Support & Helpdesk

Key Responsibilities

•Own and drive resolution of escalated customer issues and critical situations, ensuring timely, high-quality outcomes.
•Work on critical customer cases and resolve them within established/expected resolution timelines (SLAs/OLAs), providing clear status and action plans throughout.
•Participate in a 24x7 support operation, including an on-call rotation (as required) and collaborate with Engineering to support customer testing efforts and accelerate troubleshooting and resolution.
•Reproduce customer-reported issues in controlled environments to validate defects and provide clear, actionable findings to Engineering and Operations.
•Create and maintain technical knowledge base/support database entries to document troubleshooting steps and resolutions when content does not already exist.

Key Requirements

•Bachelor’s degree with 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products.
•Proven experience in handling critical escalations and driving them to successful resolution.
•Ability to thrive in a high-pressure environment with daily escalations and a genuine passion for resolving complex technical challenges for customers.
•Proficiency in troubleshooting network issues using standard diagnostic tools (e.g., Ping, Traceroute, MTR).

Experience:8+ yearsNetworkingWeb securityCybersecurity

Education:Bachelor's

Skills:Problem-solvingOwnershipCollaborationCustomer obsessionUrgency

Languages:English

Tech Stack:PingTracerouteMTRHTTPSMTPFTPDNSSSL/TLSVPNIPsec

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

Website LinkedIn

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Zscaler

2 months ago

Escalation Engineer - ZIA/ZPA

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Bengaluru

Workplace: Hybrid

Employment Type: Full time

Job Function: IT Support & Helpdesk

Key Responsibilities

•Own and drive resolution of escalated customer issues and critical situations, ensuring timely, high-quality outcomes.
•Work on critical customer cases and resolve them within established/expected resolution timelines (SLAs/OLAs), providing clear status and action plans throughout.
•Participate in a 24x7 support operation, including an on-call rotation (as required) and collaborate with Engineering to support customer testing efforts and accelerate troubleshooting and resolution.
•Reproduce customer-reported issues in controlled environments to validate defects and provide clear, actionable findings to Engineering and Operations.
•Create and maintain technical knowledge base/support database entries to document troubleshooting steps and resolutions when content does not already exist.

Key Requirements

•Bachelor’s degree with 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products.
•Proven experience in handling critical escalations and driving them to successful resolution.
•Ability to thrive in a high-pressure environment with daily escalations and a genuine passion for resolving complex technical challenges for customers.
•Proficiency in troubleshooting network issues using standard diagnostic tools (e.g., Ping, Traceroute, MTR).

Experience:8+ yearsNetworkingWeb securityCybersecurity

Education:Bachelor's

Skills:Problem-solvingOwnershipCollaborationCustomer obsessionUrgency

Languages:English

Tech Stack:PingTracerouteMTRHTTPSMTPFTPDNSSSL/TLSVPNIPsec

Company Brief

Zscaler

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

Website LinkedIn