Global Escalation Specialist, ZCC

Job description

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform. We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler. **Role** We are looking for a Global Escalations Specialist to join our team. This is a Hybrid role in Bangalore/Mohali, reporting to the Director, Global Escalations in the GCS department. The Global Escalations Specialist team serves as an escalation point product expert for TAC, triaging, owning, and managing all case escalations regardless of product or priority. This approach provides a unified and technically proficient entry point for routing validated bugs to Engineering, ensuring quality while reducing confusion and delays. Additionally, the team is responsible for providing regular updates on critical escalations to key stakeholders, including customers, GTM teams, support leadership, and engineering management. **What you’ll do (Role Expectations)** - Act as the final escalation point for support and the primary technical escalation layer before involving Engineering - Work on complex customer cases where analysis of situations or data requires deep technical evaluation across multiple tools - Ensure meticulous debugging and replication of customer-reported issues while contributing to technical documentation and runbooks - Collaborate with Engineering to champion Support requirements, ensuring critical bugs and product deficiencies are addressed promptly - Strengthen TAC teams through technical training, workshops, and mentoring to increase deflection rates into GES **Who You Are (Success Profile)** - You act like an owner, operating with integrity and a strong bias for action while navigating seamlessly between high-level strategy and hands-on execution. - You are a problem-solver who is energized by complex technical challenges and driven to deliver high-impact solutions. - You are a high-trust collaborator who embraces feedback, fosters candid communication, and prioritizes team success over individual achievement. - You are customer-obsessed, building deep empathy for internal and external stakeholders while anchoring decisions in solving real-world problems. - You are resilient and adaptable, maintaining composure in high-pressure situations and guiding teams through complexity with a steady hand. **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 - Minimum of eight years of experience as a Zscaler Backline or Escalation Engineer - Proficiency in collecting and analyzing packet captures using Network Protocol Analyzers such as TCPDUMP, Wireshark, or Network Security tools including SSL/TLS, VPNs, Firewall, and IDS/IPS - Expert-level knowledge of ZIA products and operating systems, including Windows, macOS, Linux, and Unix - Expert knowledge of authentication systems such as LDAP, MS AD, and SAML - Strong foundational knowledge and expertise in analyzing and interpreting ZCC logs alongside cross-technologies including ZPA and DLP **What Will Make You Stand Out (Preferred Qualifications)** - Scripting knowledge and practical application in SHELL, Python, or Perl #LI-Hybrid #LI-HG1 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 mission to make doing business seamless and secure. Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: - Various health plans - Time off plans for vacation and sick time - Parental leave options - Retirement options - Education reimbursement - In-office perks, and more! Learn more about Zscaler's hybrid working model and benefits [here](https://www.zscaler.com/candidate-resource-hub). By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines. Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. *See more information by clicking on the* [*Know Your Rights: Workplace Discrimination is Illegal*](https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) *link.* Pay Transparency Zscaler complies with all applicable federal, state, and local pay transparency rules. Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.