Greenhouse ·
full-timeEscalation Engineer
Zscaler · Bangalore, IND; Mohali, IND
Zscaler is a cloud‑based security company that offers the Zero Trust Exchange platform, a large‑scale SASE solution that secures users, devices and applications across public and private networks. The Escalation Engineer role sits in the Technical Assistance Center and acts as the most senior tier of support, handling the most complex and time‑critical customer problems that have been escalated from Level I and Level II engineers. Daily responsibilities include owning end‑to‑end resolution of critical cases, reproducing customer issues in test environments, collaborating with product engineering to validate defects, and contributing to a knowledge base with detailed troubleshooting steps. The position requires participation in a 24 × 7 support operation and an on‑call rotation as needed. Ideal candidates have at least eight years of experience supporting networking or web‑security products, a proven record of managing high‑pressure escalations, strong analytical and communication skills, and a curiosity for applying AI tools to improve workflow. The role suits senior support professionals who thrive on solving difficult technical challenges and delivering high‑quality outcomes for customers.
Education
- Level: Bachelor's degree
- Courses: Bachelors
Key Skills
Experience required
8-8 years experienceAbout the Role Escalation Engineer in a hybrid capacity based in Bangalore/Mohali, reporting to Senior Manager, Product Support. Acts as highest level technical support within TAC, resolving complex and critical escalated issues. Responsibilities Own and drive resolution of escalated customer issues and critical situations, ensuring timely outcomes. Work on critical customer cases within SLA/OLA timelines, providing status and action plans. Participate in 24x7 support operation, including on‑call rotation. Collaborate with Engineering to support customer testing and accelerate troubleshooting. Reproduce customer‑reported issues in controlled environments and provide findings to Engineering. Create and maintain technical knowledge base entries. Requirements Bachelors degree. 8+ years of experience as Support Engineer or Senior Support Engineer supporting networking or web security products. Proven experience handling critical escalations. Demonstrated curiosity and active exploration of AI tools. Eligibility Bachelor’s degree required; 8+ years relevant experience.
Skills for this role
Required skills
Also mentioned in the listing
| Role | Escalation Engineer |
|---|---|
| Company | Zscaler |
| Location | Bangalore, IND; Mohali, IND |
| Compensation | Not disclosed |
| Posted | 2026-09-25 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Escalation Engineer at Zscaler: frequently asked questions
- Who can apply for the Escalation Engineer role at Zscaler?
- The listing asks for Bachelor's degree (Bachelors); 8-8 years of experience.
- What skills does the Escalation Engineer role require?
- The listing highlights AI tools, Networking, Web security, SASE. Show each of these in a project or past role on your resume.
- What is the salary for this role?
- Zscaler has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Escalation Engineer position remote, hybrid or onsite?
- The listing marks this role as hybrid, with Bangalore, IND; Mohali, IND as the location.
- What is the application deadline?
- Zscaler has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Escalation Engineer role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
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