Escalation Engineer

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Skills you'll use

What you'll do

• Own and drive resolution of escalated customer issues and critical situations, ensuring timely, high-quality outcomes
• Work on critical customer cases and resolve them within established/expected resolution timelines (SLAs/OLAs), providing clear status and action plans throughout
• Participate in a 24x7 support operation, including an on-call rotation (as required) and Collaborate with Engineering to support customer testing efforts and accelerate troubleshooting and resolution
• Reproduce customer-reported issues in controlled environments to validate defects and provide clear, actionable findings to Engineering and Operations
• Create and maintain technical knowledge base/support database entries to document troubleshooting steps and resolutions when content does not already exist

Who can apply

• 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. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork.
• You are customer-obsessed. You build deep empathy for the customer and anchor your decisions in solving their real-world problems. You champion their needs from start to finish, knowing their success is our success.
• You operate with urgency. You understand that in a high-growth environment, speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action to win for the customer and the team.
• 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
• Bachelors with 8 plus years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products
• Proven experience in handling critical escalations and driving them to successful resolution
• A strong professional drive to thrive in a high-pressure environment of daily escalations and a genuine passion for resolving complex technical challenges for customers

About Zscaler

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