Escalation Engineer - Cloud

Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability.

We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

We are looking for an Escalation Engineer to join our team. This is a Hybrid (Bangalore) 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