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Escalation Engineer - job 1 of 2

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler.

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:

You will engage with customers on escalated support issues or important customer situations.
May participate in a 24x7 Support Operation and 24x7 on-call rotation.
You will work with Engineering and assist the customer with testing or troubleshooting.
Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
Create entries in our technical support online database to document any incident resolution that is not found in our knowledge base.

What We're Looking for (Minimum Qualifications)

Minimum 8+ years of experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products.
7+ years of experience with operating systems such as Linux, Unix, and Free BSD. Knowledge of networking and security products and enterprise Network Infrastructure.
Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Traceroute, MTR), experience in protocols such as HTTP, SMTP, FTP, DNS, etc.

What Will Make You Stand Out (Preferred Qualifications)

Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
Authentication systems such as LDAP, MS AD etc
VPN technologies such as IPSec and VPN clients, Scripting knowledge (SHELL, Python,)

#LI-Hybrid

#LI-RR

At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

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:

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

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 proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration 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 characteristics 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. For additional information about the federal requirements, click here.

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.

Average salary estimate

$135000 / YEARLY (est.)

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$120000K

$150000K

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What You Should Know About Escalation Engineer, Zscaler

Imagine being at the forefront of digital transformation with Zscaler, a company that's reshaping how enterprises manage security in the cloud. As an Escalation Engineer in our vibrant Bangalore office, you’ll play an essential role in supporting our customers during critical situations. Our mission is to maintain a safe cloud environment while ensuring an enjoyable experience for users. You’ll get to engage directly with customers, fostering relationships as you assist them with escalated support issues. Working alongside our innovative engineering team, you’ll troubleshoot complex networking challenges, documenting your findings to continuously improve our knowledge base. With your expertise in networking and web security products, your insights will guide strategic decisions that enhance our operations. Zscaler values a collaborative and dynamic culture, and if you thrive in such an environment, you'll find a home with us. Here, every idea matters, and you will be part of a team that supports thousands of enterprise customers, including many Fortune 500 companies. We celebrate diversity and welcome individuals from all backgrounds to contribute to our mission. So if you're ready to make a real impact in the tech landscape while growing professionally, apply to join us at Zscaler as an Escalation Engineer and help create a more secure future for businesses everywhere.

Frequently Asked Questions (FAQs) for Escalation Engineer Role at Zscaler

What are the primary responsibilities of an Escalation Engineer at Zscaler?

As an Escalation Engineer at Zscaler, you will be primarily responsible for engaging with customers facing escalated support issues. This includes working closely with our engineering team to troubleshoot problems, reproduce customer issues to verify them, and documenting resolutions in our support database. Your role is crucial in ensuring our clients' needs are met efficiently.