Escalation Engineer

About Zscaler

Zscaler accelerates digital transformation so our customers can be more agile, efficient, resilient, and secure. Our cloud native Zero Trust Exchange platform protects thousands of 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 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 make a positive difference on a global scale, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making. We're responsible for facilitating smooth transitions during organizational change efforts that promote employee adoption. 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.

We're looking for an experienced Escalation Engineer to join our Customer Success team. Reporting to the Escalation Manager. you'll be responsible for:

• Owning and resolving the highest-severity technical escalations through deep analysis, ensuring fast resolution and managing the on-call rotation for critical issues
• Troubleshooting and resolving complex issues across Zscaler cloud security services, configuration, policy engines, APIs, and AI-assisted capabilities
• Investigating and resolving scenarios related to the secure use of AI models, governance of AI agents, data protection, and inference security
• Performing detailed log, telemetry, and packet-level analysis to identify the root cause, reproducing complex defects, providing engineering-ready bug reports, and validating fixes
• Driving cross-functional collaboration with Engineering, Cloud Ops, and Product Management, while also creating advanced troubleshooting documentation and acting as a technical mentor to uplift support capability

What We're Looking for (Minimum Qualifications)

• 4–10 years of deep technical support, cloud support engineering, or escalation engineering experience
• Strong 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

What Will Make You Stand Out (Preferred Qualifications)

• 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

#LI-RR

#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:

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.