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. 

Role: Escalation Engineer

Location: Bangalore

About Us

For over 10 years, Zscaler has been disrupting and transforming the security industry. Our 100% purpose-built cloud platform delivers the entire gateway security stack as a service through 150 global data centres to securely connect users to their applications, regardless of device, location, or network in over 185 countries protecting over 3,900 companies and have detected 100 Million threats/day.

We work in a fast-paced, dynamic and make it happen culture. Our people are some of the brightest and passionate in the industry that thrives on being the first to solve problems. We are always looking to hire highly passionate, collaborative and humble people that want to make a difference.

The Escalation Engineer will report to the Escalation Manager. The Escalation Engineer will provide world-class post-sales technical support to internal Level I & Level II Support Engineers, as well as provide direct support to customers and partners on escalated issues, as part of an escalation team. The Escalation Engineer will also work directly with Operations and Engineering on opening bugs and requests with all required diagnostic information.

Customer Care department is responsible for providing troubleshooting and advanced technical support services to a wide range of internal and external clients across many industries. We are responsible for keeping our customer's network protected and ensure that their issues are taken care of right from deployment to adding new licenses. Our main objective will be to delight our customers so that we have high retention and upsell opportunities with our clients. 


Responsibilities/What You’ll Do

• Engage with customers on escalated support issues or critical customer situations

• May participate in a 24x7 Support Operation and 24x7 on-call rotation.

• 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

• Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base.

• Assist in developing on-going training programs for the department.

• Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.

• Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.

• Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.

• Other duties as assigned

Qualifications/Your Background

• 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

• Working knowledge of Apache and IIS Web Server administration

• Working Knowledge of networking and security products and enterprise Network Infrastructure.

• Familiarity with:

- 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, Perl) would be appreciated

• Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications

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.

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