Escalation Engineer - Cloud

Role

We are looking for an Escalation Engineer to join our team. This is a Hybrid (Mohali) role, reporting to the Escalation Manager in the Customer Success department. In this role, you will play an integral part in solving critical technical challenges faced by client-facing teams, driving customer value, and enhancing operational efficiency. By leveraging data, market insights, and cross-functional collaboration, you will facilitate smooth technical resolutions and deliver exceptional experiences for Zscaler customers.

What you’ll do (Role Expectations)

• Engaging with customers on escalated support issues or important customer situations
• Participating in a 24x7 Support Operation and 24x7 on-call rotation
• Working with Engineering and assisting the customer with testing or troubleshooting
• Reproducing customer issues to verify problems and provide feedback to Engineering and Operations teams
• Creating entries in our technical support online database to document any incident resolution that is not found in our knowledge base

Who You Are (Success Profile)

• You are a problem-solver who is energized by finding solutions to complex technical challenges, knowing that tackling tough issues delivers the highest impact.
• You are customer-obsessed, building deep empathy for internal and external stakeholders and anchoring every decision in solving real-world customer problems.
• You operate with urgency, balancing speed and technical quality to execute swiftly and deliver high-impact results for both the customer and the team.
• You are a high-trust collaborator who embraces a culture of continuous feedback, giving and receiving candid input with clarity and respect to build trust across teams.
• You act like an owner with a strong bias for action, taking full accountability for outcomes and navigating seamlessly between high-level strategy and hands-on execution.

What We’re Looking for (Minimum Qualifications)

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
• Minimum 8+ years of experience working as a Support Engineer or Senior Support Engineer supporting cloud networking or web security products
• 7+ years of experience with operating systems such as Linux, Unix, and FreeBSD
• Experience delivering products and services as cloud-based solutions
• Strong communication skills (verbal and written) with the ability to communicate at a technical and business level with internal teams, customers, partners, and executives

What Will Make You Stand Out (Preferred Qualifications)

• Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
• Hands-on experience managing cloud security (NSGs, NACLs), Infrastructure as Code tools like Terraform or CloudFormation, and monitoring tools such as CloudWatch, Azure Monitor, and Log Analytics
• Deep expertise in cloud networking infrastructure, hybrid connectivity, and traffic management across AWS, Azure, and GCP, including VPC/VNet peering, Direct Connect, ExpressRoute, and ELB/GWLB