Role

We are looking for an Escalation Engineer to join our team. This is a Hybrid (Bangalore) role, reporting to the Escalation Manager in the Customer Success department. In this role, you will play an integral part in solving critical technical challenges faced by client-facing teams, driving customer value, and enhancing operational efficiency.

By leveraging data, market insights, and cross-functional collaboration, you will facilitate smooth technical resolutions and deliver exceptional experiences for Zscaler customers.

What you’ll do (Role Expectations)

- Engaging with customers on escalated support issues or important customer situations

- Participating in a 24x7 Support Operation and 24x7 on-call rotation

- Working with Engineering and assisting the customer with testing or troubleshooting

- Reproducing customer issues to verify problems and provide feedback to Engineering and Operations teams

- Creating entries in our technical support online database to document any incident resolution that is not found in our knowledge base

Who You Are (Success Profile)

- You are a problem-solver who is energized by finding solutions to complex technical challenges, knowing that tackling tough issues delivers the highest impact.

- You are customer-obsessed, building deep empathy for internal and external stakeholders and anchoring every decision in solving real-world customer problems.

- You operate with urgency, balancing speed and technical quality to execute swiftly and deliver high-impact results for both the customer and the team.





- You are a high-trust collaborator who embraces a culture of continuous feedback, giving and receiving candid input with clarity and respect to build trust across teams.

- You act like an owner with a solid bias for action, taking full accountability for outcomes and navigating seamlessly between high-level strategy and hands-on execution.

What We’re Looking for (Minimum Qualifications)

- Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving

- Minimum 8+ years of experience working as a Support Engineer or Senior Support Engineer supporting cloud networking or web security products

- 7+ years of experience with operating systems such as Linux, Unix, and FreeBSD

- Experience delivering products and services as cloud-based solutions

- Strong communication skills (verbal and written) with the ability to communicate at a technical and business level with internal teams, customers, partners, and executives

What Will Make You Stand Out (Preferred Qualifications)

- Deep expertise in cloud networking infrastructure, hybrid connectivity, and traffic management across AWS, Azure, and GCP, including VPC/VNet peering, Direct Connect, ExpressRoute, and ELB/GWLB

- Hands-on experience managing cloud security (NSGs, NACLs), Infrastructure as Code tools like Terraform or CloudFormation, and monitoring tools such as CloudWatch, Azure Monitor, and Log Analytics

- Strong administration skills across Linux (Ubuntu, RedHat), Windows Server, Azure Virtual Desktop, Citrix Desktops, and cloud autoscaling mechanisms

📌 Escalation Engineer - Cloud (India)
🏢 Zscaler
📍 India