Zscaler
Escalation Engineer - ZIA/ZPA
Bangalore, IND; Mohali, IND. Posted a month ago
The role
You will own and drive resolution of escalated customer issues and critical situations on the ZIA and ZPA products. You will work within support SLAs and OLAs, reproduce customer issues in controlled environments, and document troubleshooting steps in the knowledge base.
What you will do
- Own and drive resolution of escalated customer issues and critical situations
- Resolve critical cases within SLAs and OLAs, with clear status and action plans
- Take part in a 24x7 support operation, including on-call rotation as required
- Collaborate with Engineering on customer testing and troubleshooting
- Reproduce customer-reported issues to validate defects and give actionable findings
- Create and maintain knowledge base entries for troubleshooting steps and resolutions
Required qualifications
- Demonstrated curiosity and active exploration of AI tools, with a history of integrating new technologies into workflows
- Bachelor's degree with 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products
- Proven experience handling critical escalations to successful resolution
- Strong drive to thrive in a high-pressure environment of daily escalations
- Proficiency in troubleshooting network issues with standard diagnostic tools (e.g., Ping, Traceroute, MTR)
Nice to have
- Proven ability to use AI technologies and workflows to drive measurable operational efficiency
- Strong understanding of network security concepts (SSL/TLS, VPNs, Firewall, IDS/IPS)
- In-depth knowledge of VPN technologies, including IPsec and various VPN clients
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks
About the company
Zscaler runs the Zero Trust Exchange, which it describes as the world's largest in-line cloud security platform, protecting customers from cyberattacks and data loss. The company describes itself as building an AI-native enterprise.