Escalation Engineer - Cloud

Zscaler

Posted yesterday

8+ Years

Skills Required

24x7 On-call OperationsBug/Defect Reporting to EngineeringCloud Networking TroubleshootingCustomer Escalation ManagementIncident Management (Escalation Support)Linux Linux/UNIX AdministrationReproduction of Production IssuesTechnical Communication (Written & Verbal)Web Security Troubleshooting

Job Description

Overview

Escalation Engineer - Cloud responsible for resolving critical technical issues from customer escalations and supporting 24x7 operations.

What you'll do

Engage with customers on escalated support issues and important customer situations.
Participate in a 24x7 support operation and 24x7 on-call rotation.
Work with Engineering and assist with customer testing or troubleshooting.
Reproduce customer issues to verify problems and provide feedback to Engineering and Operations.
Create entries in the technical support online database for incident resolutions not in the knowledge base.

What you'll need

Minimum 8+ years experience as a Support Engineer or Senior Support Engineer supporting cloud networking or web security products.
Minimum 7+ years experience with Linux, Unix, and FreeBSD operating systems.
Experience delivering products and services as cloud-based solutions.
Strong verbal and written communication skills to communicate at technical and business level.
Demonstrated curiosity and active exploration of AI tools, including integrating new technologies into daily workflows.

Details

Hybrid (Bangalore) role.
Reports to the Escalation Manager in the Customer Success department.

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