Escalation Engineer

Zscaler, Bangalore, IND +1

The role

We are looking for a Escalation Engineer to join our team in a hybrid capacity based in Bangalore, reporting to the Senior Manager, Product Support within our Support department. The ideal candidate will function as the highest level of technical support within the TAC, responsible for resolving the most complex and critical issues escalated from Level I and Level II support engineers.

What you will do

Provide second line phone/email consultation to independently debug complex security/network problems
Interface with Engineering and assist the customer with testing or troubleshooting
Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams

All jobs

Escalation Engineer

Zscaler, Bangalore, IND +1

The role

What you will do

Provide second line phone/email consultation to independently debug complex security/network problems
Interface with Engineering and assist the customer with testing or troubleshooting
Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams

What you need

Who You Are (Success Profile)

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. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution.
You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.
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 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.

What We’re Looking for (Minimum Qualifications)

Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
Minimum 8-year experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products
Experience with operating systems such as Linux, Unix, and Free BSD
Experience troubleshooting network issues and familiarity with the necessary tools (Ping, Traceroute, MTR etc)
Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS etc
Familiarity with Network Protocol Analyzers (tcpdump, Wireshark), Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS), authentication systems (LDAP, MS AD), VPN technologies (IPSec), and scripting (SHELL, Python, Perl)

Escalation Engineer

The role

What you will do

Escalation Engineer

The role

What you will do

What you need

Who You Are (Success Profile)

What We’re Looking for (Minimum Qualifications)

Nice to have

Pay and benefits

About Zscaler

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Company facts

Zscaler