Global Escalation Specialist

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. We are looking for a Global Escalation Specialist to join our Support department. This is a hybrid role based out of Bangalore, Mohali, or Pune, reporting to the Director, Global Escalations. We are hiring a highly technical Global Escalations Specialist to join our Global Customer Support team. This role serves as the highest technical escalation point within Support and a key bridge to Engineering for complex, business-critical customer issues. You will lead deep technical investigations, drive issue replication and root cause analysis, validate product defects, and partner cross-functionally to ensure timely resolution. You will also play an important role in improving product supportability, operational readiness, and overall customer experience. What you ll do (Role Expectations) Act as the final technical escalation point for complex and high-priority customer issues Lead advanced troubleshooting, debugging, issue replication, and root cause analysis across enterprise environments and Partner with Engineering to triage validated defects and drive resolution of critical product issues Troubleshoot network, endpoint, authentication, and application access issues using advanced diagnostic tools and Improve supportability by identifying recurring patterns, product gaps, and opportunities for operational improvement Support new product and feature introductions through testing, feedback, and readiness activities Create technical documentation and mentor support engineers through knowledge sharing and technical guidance Who You Are (Success Profile) 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 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 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) 10+ years of experience in technical support, escalation management, customer engineering, technical operations, or related roles in enterprise software, networking, or cybersecurity Deep expertise in SASE, SSE, SD-WAN and Zero Trust technologies and Strong troubleshooting skills across cloud-delivered security platforms Experience with secure application access, network path analysis, and authentication flows and Strong knowledge of enterprise networking, endpoint behavior, and traffic inspection Familiarity with web security, remote access, identity integrations, and cloud security controls and Strong knowledge of Windows, macOS, Linux, and Unix Hands-on experience with tools such as tcp dump, Wireshark, Fiddler, or similar and

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