Escalation Engineer - AI Security
Confirmed live in the last 24 hours
Zscaler
Job Description
About Zscaler
Zscaler is a pioneer and global leader in zero trust security. The world’s largest businesses, critical infrastructure organizations, and government agencies rely on Zscaler to secure users, branches, applications, data & devices, and to accelerate digital transformation initiatives. Distributed across more than 160 data centers globally, the Zscaler Zero Trust Exchange platform combined with advanced AI combats billions of cyber threats and policy violations every day and unlocks productivity gains for modern enterprises by reducing costs and complexity.
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 champion an “AI Forward, People First” philosophy to help us accelerate and innovate, empowering our people to embrace their 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 to help shape the future of cybersecurity.
Role
We are looking for an experienced Escalation Engineer to join our Customer Success team. This is a hybrid role based in Bangalore, you will report to the Escalation Manager. Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. 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.
What you’ll do (Role Expectations)
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Own and resolve the highest-severity technical escalations through deep analysis, ensuring fast resolution and managing the on-call rotation for critical issues
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Troubleshoot and resolve complex issues across Zscaler cloud security services, configuration, policy engines, APIs, and AI-assisted capabilities
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Investigate and resolve scenarios related to the secure use of AI models, governance of AI agents, data protection, and inference security
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Perform detailed log, telemetry, and packet-level analysis to identify the root cause, reproducing complex defects, providing engineering-ready bug reports, and validating fixes
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Drive 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
Who You Are (Success Profile)
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You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
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You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.
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You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.
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You are a high-trust collaborator. You are ambitiou
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