Principal AI Engineer

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 a Principal AI Engineer to join our team. This is a Remote role reporting to the Director, Customer Success Intelligence & Automation within the Customer Success organization. The Principal AI Engineer is responsible for designing and evolving the foundational AI platform that powers Customer Success AI products and internal-facing AI solutions. Rather than focusing solely on individual products, this role develops the reusable platform capabilities that enable multiple AI experiences, including context management, orchestration, enterprise memory, planning, workflow execution, governance, observability, and model integration. The Principal AI Engineer partners closely with Product Management, Engineering, IT, Security, Data, AI Platform, and Customer Success stakeholders to ensure platform capabilities enable scalable, secure, and reliable AI-powered experiences across the Customer Success organization.

What you’ll do (Role Expectations)

• Design, evolve, and scale the Customer Success AI platform, including reusable services and reference architectures that support multiple AI products and internal AI experiences

• Build and maintain foundational AI infrastructure such as orchestration services, context engines, memory services, workflow execution frameworks, enterprise integrations, and scalable architectures for multi-agent systems

• Optimize platform capabilities across model routing, latency, cost, reliability, observability, governance, and security to ensure enterprise-grade performance and resilience

• Lead technical architecture and engineering standards across multiple AI products, mentoring AI Engineers and driving engineering excellence through reusable frameworks, patterns, and platform capabilities

• Partner cross-functionally with Product Management, Engineering, IT, Security, Data, and Customer Success teams to evaluate emerging AI technologies, shape adoption strategy, and align platform evolution with long-term business and enterprise architecture needs

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.

• You think at scale. You