Zscaler
About this role
Zscaler runs a cloud native zero trust security platform, and this role is the top technical tier inside its support organisation for data loss prevention. The posting describes it plainly: the highest level of technical support within the TAC, resolving the most complex and critical DLP issues escalated from Level I and Level II engineers. You would own escalated cases end to end, perform detailed root cause analysis to implement long term fixes rather than workarounds, and work directly with product development and engineering to resolve issues and improve the DLP products themselves. Customer communication is an explicit part of the job, including managing expectations through the escalation. The specialism matters here: of the 8 or more years required, at least 5 must be focused specifically on DLP and CASB solutions and escalations. It is a hybrid role in Bangalore, reporting to the Senior Manager of Product Support.
Who this is for
What the posting requires as minimum qualifications:
- A minimum of 8+ years of experience in technical support, with at least 5 years focused on DLP and CASB solutions and escalations.
- A foundational understanding of AI and ML technologies, and experience leveraging, securing or positioning AI driven solutions within your domain. Zscaler describes itself as an AI forward enterprise and puts this first in its list.
- Experience with data loss prevention, securing SaaS, and Cloud Access Security Brokers.
- Practical working knowledge of AWS, Azure or GCP, paired with a strong understanding of Unix, Linux and Windows operating systems.
- Deep understanding of data protection principles and practices.
Preferred qualifications:
- Experience deploying or supporting AI powered sensitive data discovery tools or automated data classification models to enhance DLP capabilities.
- Experience with scripting and automation using Python or PowerShell.
What the work actually looks like:
- Serve as the primary point of contact for escalated DLP issues, providing advanced troubleshooting and resolution.
- Take ownership of complex and critical cases through to effective resolution.
- Perform detailed root cause analysis to identify underlying issues and implement long term solutions.
- Work closely with product development, engineering and other cross functional teams to resolve issues and improve Zscaler DLP products and services.
- Maintain clear and proactive communication with customers throughout the escalation, providing regular updates and managing expectations.
Who you report to: the Senior Manager, Product Support, in the Support department.
Location and working pattern: the posting states this is a hybrid role based in Bangalore.
What they say about the person: the posting looks for someone comfortable in ambiguity, with an ownership mindset, a genuine growth mindset and an appetite for feedback. Zscaler frames its culture around impact over activity and constructive, honest debate.
Honest fit guidance: the 5 years specifically on DLP and CASB is the real filter, not the 8 years overall. General network security support experience without DLP depth will not clear it. Unlike Zscaler's other escalation roles this one does not state a 24x7 on call rotation in the same terms, but escalation work in a TAC generally carries out of hours obligations, so confirm that before accepting.
- A minimum of 8+ years of experience in technical support, with at least 5 years focused on DLP and CASB solutions and escalations.
- A foundational understanding of AI and ML technologies, and experience leveraging, securing or positioning AI driven solutions within your domain. Zscaler describes itself as an AI forward enterprise and puts this first in its list.
- Experience with data loss prevention, securing SaaS, and Cloud Access Security Brokers.
- Practical working knowledge of AWS, Azure or GCP, paired with a strong understanding of Unix, Linux and Windows operating systems.
- Deep understanding of data protection principles and practices.
Preferred qualifications:
- Experience deploying or supporting AI powered sensitive data discovery tools or automated data classification models to enhance DLP capabilities.
- Experience with scripting and automation using Python or PowerShell.
What the work actually looks like:
- Serve as the primary point of contact for escalated DLP issues, providing advanced troubleshooting and resolution.
- Take ownership of complex and critical cases through to effective resolution.
- Perform detailed root cause analysis to identify underlying issues and implement long term solutions.
- Work closely with product development, engineering and other cross functional teams to resolve issues and improve Zscaler DLP products and services.
- Maintain clear and proactive communication with customers throughout the escalation, providing regular updates and managing expectations.
Who you report to: the Senior Manager, Product Support, in the Support department.
Location and working pattern: the posting states this is a hybrid role based in Bangalore.
What they say about the person: the posting looks for someone comfortable in ambiguity, with an ownership mindset, a genuine growth mindset and an appetite for feedback. Zscaler frames its culture around impact over activity and constructive, honest debate.
Honest fit guidance: the 5 years specifically on DLP and CASB is the real filter, not the 8 years overall. General network security support experience without DLP depth will not clear it. Unlike Zscaler's other escalation roles this one does not state a 24x7 on call rotation in the same terms, but escalation work in a TAC generally carries out of hours obligations, so confirm that before accepting.
Apply on company site
Opens job-boards.greenhouse.io, the employer's own application page. Applying is always free.