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Escalation Engineer

ZscalerBangalore, IND; Bangalore, IND; Mohali, IND
Hybrid Full-time

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What You’ll Do (Role Expectations)Own and drive the resolution of escalated customer issues and critical situations, ensuring timely and high-quality outcomes. Manage critical customer cases, ensuring they are resolved within established timelines (SLAs/OLAs), while providing clear status updates and action plans. Participate in a 24/7 support operation, which includes an on-call rotation as necessary, and collaborate with Engineering to facilitate customer testing efforts and expedite 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.

About the job

About Zscaler

Zscaler is at the forefront of digital transformation, empowering our clients to be more agile, efficient, and secure. As a leading AI-driven enterprise, we harness the world's most extensive security data lake to enhance our cloud-native Zero Trust Exchange platform. This innovation is designed to shield our customers from cyber threats and data breaches by securely connecting users, devices, and applications regardless of their location.

At Zscaler, we prioritize impact over titles and foster a culture of trust built on results. We believe in the power of AI to amplify our contributions and thrive in a dynamic environment where intelligent systems are utilized to outpace evolving threats. Our commitment to transparency and constructive debate is central to our mission of generating the best ideas swiftly. We are dedicated to forming high-performing teams that achieve significant results with high quality.

We value a strong sense of urgency paired with high accountability, ensuring you are empowered to deliver your best work and realize your potential. If you are motivated by purpose, excel at tackling complex problems, and aspire to be part of a team that secures the AI era, we welcome you to bring your skills to Zscaler and help shape the future of cybersecurity.

We are seeking an Escalation Engineer to join our team in a hybrid work model based in Bangalore, reporting to the Senior Manager of Product Support within our Support department. The ideal candidate will serve as the highest tier of technical support within the Technical Assistance Center (TAC), tasked with resolving the most intricate and critical issues escalated from Level I and Level II support engineers.

About Zscaler

Zscaler is dedicated to revolutionizing the cybersecurity landscape through our innovative Zero Trust Exchange platform, enabling organizations to embrace digital transformation securely and efficiently. Our commitment to leveraging AI and our extensive security data lake ensures that we remain at the forefront of protecting customers against cyber threats.

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