Escalation Engineer AI Security

About Zscaler

Zscaler accelerates digital transformation to ensure our customers can be more agile efficient resilient and secure. As an AI-forward enterprise we are constantly pushing the envelope leveraging the worlds largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users devices and applications in any location.

Here impact in your role matters more than title and trust is built on results. We say impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive honest debatewere focused on getting to the best ideas faster. We build high-performing teams that can make an impact quickly and with high quality. To do this we are building a culture of execution centered on customer obsession collaboration ownership and accountability.

We value high-impact high-accountability with a sense of urgency where youre enabled to do your best work and embrace your potential. If youre driven by purpose thrive on solving complex challenges and want to be part of the team thats helping to secure the AI age we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

Role

We are looking for an experienced Escalation Engineer to join our Customer Success team. This is a hybrid role based in Bangalore you will report to the Escalation Manager. Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. Youll be an integral part of solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers needs.

What youll do (Role Expectations)

• Own and resolve the highest-severity technical escalations through deep analysis ensuring fast resolution and managing the on-call rotation for critical issues

• Troubleshoot and resolve complex issues across Zscaler cloud security services configuration policy engines APIs and AI-assisted capabilities

• Investigate and resolve scenarios related to the secure use of AI models governance of AI agents data protection and inference security

• Perform detailed log telemetry and packet-level analysis to identify the root cause reproducing complex defects providing engineering-ready bug reports and validating fixes

• Drive cross-functional collaboration with Engineering Cloud Ops and Product Management while also creating advanced troubleshooting documentation and acting as a technical mentor to uplift support capability

Who You Are (Success Profile)

• You thrive in ambiguity. Youre comfortable building the path as you walk it. You thrive in a dynamic environment seeing ambiguity not as a hindrance but as the raw material to build something meaningful.

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.

• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution knowing that solving the hard problems delivers the biggest impact.

• You are a high-trust collaborator. You are ambitious for the team not just yourself. You embrace our challenge culture by giving and receiving ongoing feedbackknowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.

• You are a learner. You have a true growth mindset and are obsessed with your own development actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What Were Looking for (Minimum Qualifications)

• 410 years of deep technical support cloud support engineering or escalation engineering experience

• Strong understanding of AI model security data governance AI agent behavior and safe enterprise deployment principles

• Proficiency with APIs JSON logging frameworks Linux CLI debugging tools and cloud-based distributed systems

• Exposure to cloud platforms (AWS/GCP/Azure) and identity policy or proxy-based architectures

• Ability to reproduce complex issues correlate across layers (client edge cloud) and articulate clear RCAs

What Will Make You Stand Out (Preferred Qualifications)

• Demonstrated experience with Zscaler products (ZIA ZPA ZDX) or similar cloud security platforms including knowledge of enterprise networking TLS/SSL inspection and authentication flows

• Familiarity with LLM-based system behavior data leakage prevention in AI and establishing model access policy controls

• Proficiency in scripting for automation efficient troubleshooting and reproducing complex customer environments

#LI-RR

#LI-Hybrid

At Zscaler we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks and more!

Learn more about Zscalers hybrid working model and benefitshere.

By applying for this role you adhere to applicable laws regulations and Zscaler policies including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race color religion sex (including pregnancy or related medical conditions) age national origin sexual orientation gender identity or expression genetic information disability status protected veteran status or any other characteristic protected by federal state or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal state and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled have long term conditions mental health conditions or sincerely held religious beliefs or who are neurodivergent or require pregnancy-related support.

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1