Escalation Engineer - ZIA/ZPA

Role overview The Escalation Engineer for ZIA and ZPA at Zscaler plays a key part in resolving advanced technical issues and supporting customers facing complex challenges. This position is part of the teams located in Bangalore and Mohali. Main responsibilities Investigate and resolve technical problems related to ZIA and ZPA products. Offer expert guidance…

About ZscalerZscaler is at the forefront of digital transformation, empowering our clients to operate with greater agility, efficiency, resilience, and security. As an 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 cutting-edge technology safeguards our clients against cyber threats and data breaches by securely connecting users, devices, and applications, irrespective of their location.At Zscaler, your impact in your role takes precedence over titles, and we cultivate trust through tangible results. We prioritize significant contributions over mere activities. We are on the lookout for innovators who harness AI to magnify their impact and flourish in an environment that leverages intelligent systems to stay ahead of shifting threats. Our culture promotes transparency and encourages constructive, honest discussions—aiming to reach the best ideas more swiftly. We assemble high-performing teams capable of making rapid and high-quality impacts. Hence, we are nurturing a culture of execution that revolves around customer obsession, collaboration, ownership, and accountability.We value high-impact and high-accountability approaches, coupled with a sense of urgency that enables you to perform at your best and realize your potential. If you are driven by purpose, excel at deciphering complex challenges, and aspire to join a team that is pivotal in securing the AI era, we encourage you to bring your talents to Zscaler and help shape the future of cybersecurity.We are currently seeking a Designated Support Engineer III to join our team in a hybrid format based in Bangalore or Mohali, reporting to the Manager of Global Focal Support within our Support department. You will serve as the highest level of technical support within the Technical Assistance Center (TAC), responsible for resolving the most complex and critical issues escalated from Level I and Level II support engineers.What You’ll Do (Role Expectations)Provide second-line phone/email consultation to independently troubleshoot complex security/network issues.Collaborate with Engineering to assist customers in testing or troubleshooting.Reproduce customer issues to validate problems and provide feedback to Engineering and Operations teams.Create entries in our technical support online database to document any incident resolution that is not available in our knowledge base.Gain a thorough understanding of product direction and customer use-cases, providing input on product and code changes throughout the product lifecycle.

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