Escalation Engineer - DLP

About the role

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 world's 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 debate -we're 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 you're enabled to do your best work and embrace your potential. If you're driven by purpose, thrive on solving complex challenges, and want to be part of the team that's 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 a Escalation Engineer - DLP to join our team in a hybrid capacity based in Bangalore, reporting to the Senior Manager, Product Support within our Support department. The ideal candidate will function as the highest level of technical support within the TAC, responsible for resolving the most complex and critical DLP issues escalated from Level I and Level II support engineers. This role requires deep technical expertise in DLP technologies, exceptional problem-solving abilities, and a strong commitment to customer satisfaction. What you'll do (Role Expectations) Serve as the primary point of contact for escalated DLP issues, providing advanced troubleshooting and resolution for the escalated DLP cases Take ownership of complex and critical cases, ensuring they are resolved effectively and efficiently Perform detailed root cause analysis to identify underlying issues and implement long-term solutions for the customers Work closely with product development, engineering, and other cross-functional teams to resolve issues and improve Zscaler DLP products and services Maintain clear and proactive communication with customers throughout the escalation process, providing regular updates and managing expectations Who You Are (Success Profile) 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 are ambitious for the team, not just yourself. 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 and the fastest way to earn trust. You are customer-obsessed. You build deep empathy for the customer-both internal and external-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, delivering high-impact results quickly to win for the customer and the team. What We're Looking for (Minimum Qualifications) Minimum of 8+ years of experience in technical support, with at least 5 years focused on DLP/CASB solutions and escalations Experience with data loss prevention, securing SaaS, and Cloud Access Security Brokers (CASB) Strong understanding of Unix/Linux and Windows operating systems Practical working knowledge of AWS, Azure, or GCP cloud environments Deep understanding of data protection principles and practices What Will Make You Stand Out (Preferred Qualifications) Experience with scripting and automation using Python or PowerShell Knowledge of regulatory requirements and compliance standards such as GDPR, HIPAA, or PCI-DSS Familiarity with ticketing systems and support tools including ServiceNow, Salesforce, or JIRA #LIRR1 #LIHybrid 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 mis

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