Escalations Manager

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 Escalations Manager (EM) to join our Support team in a hybrid capacity, reporting to the Senior Manager, Escalations. The Escalation Manager (EM) is the single point of contact for all incoming escalations to Support (TAC) from customers, partners, and internal stakeholders. They acknowledge the escalation with defined SLOs, conduct a full case review, allocate resources, and develop an action plan before handing off ownership to the appropriate team. The EM ensures efficient, transparent collaboration with stakeholders, completes required documentation, sets and adjudicates root-cause reason codes, and communicates any additional case issues to the appropriate Support Leader(s). Improvements to systems, processes and tools should be contributed regularly as they are conceived.

What you’ll do (Role Expectations)

• Act as the frontline point of contact for all incoming escalations—coming from multiple channels, both internal and external—acknowledging each within SLO using the most effective communication methods

• Rapidly assess escalation severity and resource requirements to provide immediate action plans or specific update timelines, while redirecting invalid requests to the correct resources

• Coordinate across Support, Sales, Engineering, and Product teams to ensure a shared understanding of impact and drive stakeholder engagement within defined timelines

• Apply accurate Root Cause categorization during case analysis to capture trends and recommend remediation for repeat process gaps to Support Leadership

• Participate in strategic projects to enhance EM processes and tools, identifying opportunities for efficiency and leveraging AI solutions as they emerge

Who You Are (Success Profile)

• 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 are a positive force. You approach hard problems with constructive energy and a 'can-do' spirit that is contagious, inspiring your team to stay focused on the solution.

• 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.

• You champion simplicity. You are skilled at distilling complex problems, user needs, and technical concepts into clear, simple, and actionable plans. You are a precise communicator who brings clarity and focus to every interaction.

What We’re Looking for (Minimum Qualifications)

• Diploma in Computer Science or a related technical field

• 3+ years of experience in a support organization performing technical troubleshooting via phone and email while logging issues in a modern ticketing system

• Strong verbal and written communication skills with the ability to engage at both a business and technical level with stakeholders up to the executive level

• Proficiency in identifying patterns and trends that indicate systemic issues and promptly communicating findings to the appropriate teams

• Ability to perform all job functions effectively in a highly collaborative, team-based environment during high-stress or crisis situations

What Will Make You Stand Out (Preferred Qualifications)

• Bachelor’s Degree in Computer Science or a related technical field

• Practical knowledge of Zero Trust (ZIA/ZPA) and Cloud Security principles

• Professional certifications relevant to technical support and cloud technologies

#LI-IA1 #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.