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 160 public exchanges globally and thousands of private exchanges at the edge the SASE-based Zero Trust Exchange is the worlds 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 worlds 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. This is a Hybrid (Mohali) role reporting to the Escalation Manager in the Customer Success 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 youll 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 strong bias for action taking full accountability for outcomes and navigating seamlessly between high-level strategy and hands-on execution.

What Were 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

#LI-Hybrid

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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 significant 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 Zscalers 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.

Required Experience:

IC

📌 Escalation Engineer Cloud (Sahibzada Ajit Singh Nagar)
🏢 Zscaler
📍 Sahibzada Ajit Singh Nagar