# Escalation Engineer - Cloud

**Company**: Zscaler
**Location**: Mohali, IND
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/zscaler/jobs/5195925007?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2ffe1284-e97

## Description

Zscaler 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.

We are looking for an Escalation Engineer to join our team. This is a Hybrid (Mohali) role, reporting to the Escalation Manager in the Customer Success department.

In this role, you will play an integral part in solving critical technical challenges faced by client-facing teams, driving customer value, and enhancing operational efficiency.

**Responsibilities**

- Engage with customers on escalated support issues or important customer situations.

- Participate in a 24x7 Support Operation and 24x7 on-call rotation.

- Work with Engineering and assist the customer with testing or troubleshooting.

- Reproduce customer issues to verify 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 found in our knowledge base.

**Requirements**

- 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 8+ years of experience working as a Support Engineer or Senior Support Engineer supporting cloud networking or web security products.

- 7+ years of experience with operating systems such as Linux, Unix, and FreeBSD.

- Experience delivering products and services as cloud-based solutions.

- Strong communication skills (verbal and written) with the ability to communicate at a technical and business level with internal teams, customers, partners, and executives.

**Preferred Qualifications**

- Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency.

- Hands-on experience managing cloud security (NSGs, NACLs), Infrastructure as Code tools like Terraform or CloudFormation, and monitoring tools such as CloudWatch, Azure Monitor, and Log Analytics.

- Deep expertise in cloud networking infrastructure, hybrid connectivity, and traffic management across AWS, Azure, and GCP, including VPC/VNet peering, Direct Connect, ExpressRoute, and ELB/GWLB.

**Benefits**

- Various health plans.

- Time off plans for vacation and sick time.

- Parental leave options.

- Retirement options.

- Education reimbursement.

- In-office perks, and more!

## Skills

### Required
- AI tools
- cloud networking
- web security products
- Linux
- Unix
- FreeBSD
- cloud-based solutions
- communication skills

### Nice to have
- AI technologies
- cloud security
- Infrastructure as Code tools
- monitoring tools
- cloud networking infrastructure
- hybrid connectivity
- traffic management

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/zscaler/jobs/5195925007?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)