Escalation Engineer - Cloud

The role

You will work on escalated support issues and critical customer situations for Zscaler's cloud security products. You will help Engineering with testing and troubleshooting, reproduce customer issues, and document resolutions not found in the knowledge base.

What you will do

• Engage with customers on escalated support issues or important customer situations
• Participate in a 24x7 Support Operation and 24x7 on-call rotation
• Work with Engineering and assist the customer with testing or troubleshooting
• Reproduce customer issues to verify problems and give feedback to Engineering and Operations teams
• Create entries in the technical support online database for incident resolutions not found in the knowledge base

Required qualifications

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies into workflows
• Minimum 8+ years of experience 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 verbal and written communication skills, able to communicate at technical and business levels with internal teams, customers, partners, and executives

Nice to have

• Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
• 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
• 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

Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks

Before you apply

• Zscaler offers reasonable accommodations in its recruiting processes for candidates who are differently abled, have long-term or mental health conditions, sincerely held religious beliefs, are neurodi

About the company

Zscaler (NASDAQ: ZS) provides the Zero Trust Exchange platform, a SASE-based in-line cloud security platform that securely connects users, devices, and applications in any location. It operates 200+ public data centers globally and thousands of private sites at the edge.