Escalation Engineer
Zscaler, Inc. (company site, opens in a new tab)8+ yrsBengaluru, ChandigarhOn-siteDirect career pageEst. 25–40 LPA
Posted on 22 Sept
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Job description
Structured overview of role & requirements
About This Role
- Own and resolve highly complex escalated technical issues for customers, ensuring timely solutions within SLAs/OLAs.
- Participate in 24x7 support operations including on-call rotations and collaborate closely with Engineering to reproduce issues and accelerate resolutions.
- Maintain and create technical knowledge base entries to enhance troubleshooting resources when none exist.
Minimum Requirements
- Bachelor's degree with 8+ years experience as a Support Engineer or Senior Support Engineer in networking or web security products.
- Demonstrated experience handling critical escalations and driving them to resolution under pressure.
- Proficiency with network troubleshooting tools such as Ping, Traceroute, MTR.
- Demonstrated curiosity and integration of AI tools to enhance workflows and problem-solving.
Ideal Candidate Profile
- Experienced in managing critical and high-pressure escalations in networking or security support environments, preferably at senior levels.
- Strong collaboration skills working with engineering teams to validate defects and expedite issue resolution.
- Comfortable operating in a 24x7 support model with ownership over issue lifecycle and customer outcomes.