Escalation Engineer - AI Security

ZscalerBangalore, IND; Mohali, IND

Hybrid Full-time

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Experience Level

Experience

Qualifications

QualificationsTo be successful in this role, candidates should possess:A deep understanding of cloud security architectures. Proven experience in managing technical escalations with a focus on customer satisfaction. Strong analytical and problem-solving skills. Excellent communication and interpersonal abilities. A proactive approach to identifying issues and proposing solutions.

About the job

About Zscaler

Zscaler is at the forefront of digital transformation, empowering our customers to be more agile, efficient, resilient, and secure. As a leading AI-driven enterprise, we continuously innovate by utilizing the world's largest security data lake to enhance our cloud-native Zero Trust Exchange platform. This groundbreaking approach safeguards our clients from cyber threats and data breaches by securely connecting users, devices, and applications regardless of their location.

At Zscaler, the impact of your role takes precedence over your title. We prioritize trust based on results and advocate for innovation. We are eager to welcome individuals who harness AI to extend their influence and thrive in a dynamic environment where intelligent systems keep us ahead of advancing threats. We believe in transparency and value constructive and honest debate, focusing on swiftly arriving at the best solutions. Our high-performing teams are built to make meaningful contributions quickly and with excellence, fostering a culture centered around customer obsession, collaboration, ownership, and accountability.

We cherish high-impact accountability with a sense of urgency, empowering you to perform at your best and reach your potential. If you're passionate about purpose, enjoy tackling complex challenges, and wish to be part of a team dedicated to securing the AI era, we invite you to bring your talents to Zscaler and influence the future of cybersecurity.

Role

We are seeking a knowledgeable Escalation Engineer to enhance our Customer Success team. This role is hybrid and based in Bangalore, reporting to the Escalation Manager. Our Customer Success Strategy & Operations team utilizes valuable data and market insights to ensure our customers thrive and derive value. You'll play a vital role in addressing challenges faced by our client-facing teams, enhancing Zscaler's efficiency in fulfilling our customers' needs.

What you’ll do (Role Expectations)

Take ownership of and resolve the highest-severity technical escalations through comprehensive analysis, ensuring swift resolutions while managing the on-call rotation for critical issues.
Troubleshoot and resolve intricate issues across Zscaler cloud security services, ensuring seamless operations for our customers.

About Zscaler

Zscaler is a leading cloud security company dedicated to enabling digital transformation for businesses around the globe. With a focus on AI-driven security solutions, we provide innovative services that protect our clients from evolving cyber threats, ensuring that they can operate securely in a digital-first world.

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