Zscaler
About this role
This is an Escalation Engineer seat on Zscaler's Customer Success team, focused on AI security, and it is one of the customer facing technical roles readers have asked for by name. You own the hardest, highest severity technical escalations: deep root cause analysis across Zscaler's cloud security services, configuration, policy engines and APIs, plus the newer problems around securing AI models, governing AI agents, and inference security. The work is genuinely technical, packet and log level analysis, reproducing complex defects, and handing engineering ready bug reports to the product teams, and it carries an on call rotation for critical issues. It is a hybrid role based in Bangalore (Mohali is also listed). Good fit for an experienced support or cloud engineer who likes being the person the client facing teams escalate to when nothing else has worked.
Who this is for
What the posting asks for:
- 4 to 10 years of deep technical support, cloud support or escalation engineering experience.
- Strong hands on troubleshooting across cloud security services, configuration, policy engines and APIs.
- The ability to do detailed log, telemetry and packet level analysis, reproduce complex defects, and write engineering ready bug reports.
- Willingness to own an on call rotation for the highest severity issues.
Useful here: exposure to the secure use of AI models, governance of AI agents, data protection and inference security.
The day to day: you resolve the highest severity escalations end to end, troubleshoot complex issues across the platform, investigate AI security scenarios, perform root cause analysis, and drive cross functional collaboration with engineering to validate fixes.
Location and ways of working: hybrid, based in Bangalore (Mohali also listed), reporting to the Escalation Manager within Customer Success.
Honest read: a senior, customer facing technical role that is squarely in scope for the readers who asked for escalation and customer success engineering. It manages accounts and incidents, not people. Hybrid Bangalore, with on call, so weigh both.
- 4 to 10 years of deep technical support, cloud support or escalation engineering experience.
- Strong hands on troubleshooting across cloud security services, configuration, policy engines and APIs.
- The ability to do detailed log, telemetry and packet level analysis, reproduce complex defects, and write engineering ready bug reports.
- Willingness to own an on call rotation for the highest severity issues.
Useful here: exposure to the secure use of AI models, governance of AI agents, data protection and inference security.
The day to day: you resolve the highest severity escalations end to end, troubleshoot complex issues across the platform, investigate AI security scenarios, perform root cause analysis, and drive cross functional collaboration with engineering to validate fixes.
Location and ways of working: hybrid, based in Bangalore (Mohali also listed), reporting to the Escalation Manager within Customer Success.
Honest read: a senior, customer facing technical role that is squarely in scope for the readers who asked for escalation and customer success engineering. It manages accounts and incidents, not people. Hybrid Bangalore, with on call, so weigh both.
Apply on company site
Opens job-boards.greenhouse.io, the employer's own application page. Applying is always free.