Zscaler
About this role
This is the technical end of customer support, and readers of this list asked for exactly this kind of role by name. Escalation engineers at Zscaler pick up the problems that front line support and client facing teams cannot resolve: reproducing customer issues, testing and troubleshooting alongside engineering, and feeding findings back to engineering and operations. It sits in the Customer Success department, but the requirement list is unambiguously technical, wanting cloud networking or web security product depth plus 7 or more years on Linux, Unix and FreeBSD. Be clear eyed about one thing: it is a 24x7 support operation with a 24x7 on call rotation, which is stated plainly in the posting and is the main lifestyle consideration.
Who this is for
The employer asks for a minimum of 8 or more years working as a Support Engineer or Senior Support Engineer supporting cloud networking or web security products, plus 7 or more years with operating systems including Linux, Unix and FreeBSD. Required: experience delivering products and services as cloud based solutions, strong written and verbal communication at both technical and business level with internal teams, customers, partners and executives, and demonstrated curiosity about AI tools with a history of integrating them into daily work.
Preferred: deep expertise in cloud networking infrastructure, hybrid connectivity and traffic management across AWS, Azure and GCP, including VPC and VNet peering, Direct Connect, ExpressRoute and load balancing, plus hands on cloud security work with network security groups and network ACLs and infrastructure as code tooling.
The day to day: engaging with customers on escalated support issues and important customer situations, participating in a 24x7 support operation and a 24x7 on call rotation, working with engineering to test and troubleshoot, reproducing customer issues to verify problems, and documenting incident resolutions in the technical support knowledge base.
Location is Bangalore on a hybrid basis, reporting to an Escalation Manager in the Customer Success department.
Good fit if you are a senior support or escalation engineer with real networking depth. Not a fit if you cannot commit to a 24x7 on call rotation.
Preferred: deep expertise in cloud networking infrastructure, hybrid connectivity and traffic management across AWS, Azure and GCP, including VPC and VNet peering, Direct Connect, ExpressRoute and load balancing, plus hands on cloud security work with network security groups and network ACLs and infrastructure as code tooling.
The day to day: engaging with customers on escalated support issues and important customer situations, participating in a 24x7 support operation and a 24x7 on call rotation, working with engineering to test and troubleshoot, reproducing customer issues to verify problems, and documenting incident resolutions in the technical support knowledge base.
Location is Bangalore on a hybrid basis, reporting to an Escalation Manager in the Customer Success department.
Good fit if you are a senior support or escalation engineer with real networking depth. Not a fit if you cannot commit to a 24x7 on call rotation.
Apply on company site
Opens job-boards.greenhouse.io, the employer's own application page. Applying is always free.