Zscaler
AI Security
EscalationEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Escalation Engineer at Zscaler. Skills: Technical escalations, Cloud security services, AI security. Resolve highest-severity technical escalations. Troubleshoot complex issues”
What You'll Achieve.
Ensuring fast resolution; Making Zscaler more efficient in meeting customer needs; Uplift support capability
Industry & Context.
Deep analysis; Problem-solver; Laser-focused on finding the solution
On-call rotation for critical issues
What They're Looking For.
Must Have
4–10 years of deep technical support, cloud support engineering, or escalation engineering experience, understanding of AI model security, data governance, AI agent behavior, and safe enterprise deployment principles, Proficiency with APIs, JSON, logging frameworks, Linux CLI, debugging tools, and cloud-based distributed systems, Exposure to cloud platforms (AWS/GCP/Azure) and identity, policy, or proxy-based architectures, Ability to reproduce complex issues, correlate across layers (client → edge → cloud), and articulate clear RCAs
Nice to Have
Demonstrated experience with Zscaler products (ZIA, ZPA, ZDX) or similar cloud security platforms, including knowledge of enterprise networking, TLS/SSL inspection, and authentication flows, Familiarity with LLM-based system behavior, data leakage prevention in AI, and establishing model access policy controls, Proficiency in scripting for automation, efficient troubleshooting, and reproducing complex customer environments
What You'll Do.
Resolve highest-severity technical escalations
Troubleshoot complex issues
Investigate AI model security scenarios
Perform detailed log analysis
Reproduce complex defects
Create troubleshooting documentation
How You'll Work.
Team & Collaboration
Drive cross-functional collaboration with Engineering, Cloud Ops, and Product Management; Act as a technical mentor to uplift support capability; High-trust collaborator; Ambitious for the team; Giving and receiving ongoing feedback
Communication Scope
Articulate clear RCAs; Candor delivered with clarity and respect
Full Job Description
About Zscaler 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. Role We are looking for an experienced Escalation Engineer to join our Customer Success team. This is a hybrid role based in Bangalore, you will report to the Escalation Manager. Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. You'll be an integral part of solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs. What you’ll do (Role Expectations) Own and resolve the highest-severity technical escalations through deep a
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