Escalation Engineer

Bangalore, India

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Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

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About the Position

We are looking for an Escalation Engineer to join our team in a hybrid capacity based in Bangalore, reporting to the Senior Manager, Product Support within our Support department. The ideal candidate will function as the highest level of technical support within the TAC, responsible for resolving the most complex and critical issues escalated from Level I and Level II support engineers.

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Responsibilities

• Provide second line phone/email consultation to independently debug complex security/network problems
• Interface with Engineering and assist the customer with testing or troubleshooting
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
• Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base
• Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle

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Requirements

• Minimum 8-year experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products
• Experience with operating systems such as Linux, Unix, and Free BSD
• Experience troubleshooting network issues and familiarity with the necessary tools (Ping, Traceroute, MTR etc)
• Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS etc
• Familiarity with Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS), authentication systems (LDAP, MS AD), VPN technologies (IPSec), and scripting (SHELL, Python, Perl)

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Nice to Have

• Demonstrated ability to leverage AI technologies and workflows to drive measurable operational efficiency
• Hands-on experience with Zscaler products
• Network Security related certifications

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We Offer

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

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About the Company

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

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By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.