Escalation Engineer - SDWAN

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.

Role

We are looking for an Escalation Engineer to join our team in a hybrid capacity based in Bangalore, reporting to the Sr. Manager, Customer Support. The Escalation Engineer will provide world-class post-sales technical support to internal Level I & Level II Support Engineers, as well as provide direct support to customers and partners on escalated issues, as part of an escalation team. The Escalation Engineer will also work directly with Operations and Engineering on opening bugs and requests with all required diagnostic information.  

What you’ll do (Role Expectations)

• Engage with customers on escalated support issues or critical customer situations and participate in a 24x7 Support Operation and 24x7 on-call rotation
• 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 and code changes through all points of the product cycle

Who You Are (Success Profile)

• You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.
• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback-knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are customer-obsessed. You build deep empathy for the customer-both internal and external-and anchor your decisions in solving their real-world problems. You champion their needs from start to finish, knowing their success is our success.
• You operate with urgency. You understand that in a high-growth environment, speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action, delivering high-impact results quickly to win for the customer and the team.

What We’re Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products
• Practical knowledge of networking and security products and enterprise network infrastructure
• Experience troubleshooting network issues and familiarity with necessary tools such as Ping, Traceroute, and MTR
• Hands-on experience with SD-WAN, Routing protocols (BGP, OSPF), Firewall, Switching, SSL, SWG, VPN, and VDN
• Working knowledge and hands-on experience with Ubuntu and Python

What Will Make You Stand Out (Preferred Qualifications)

• Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency.                                                                                                                            
• Demonstrated experience with Zscaler products (ZIA, ZPA, ZDX) or similar cloud security platforms, including TLS/SSL inspection and authentication flows.
• Proficiency in scripting for automation, efficient troubleshooting, and reproducing complex customer environments

#LI-Hybrid 

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.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

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

Learn more about Zscaler's hybrid working model and benefits  here.

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.

Pay Transparency

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.