Description
Zscaler accelerates digital transformation so customers can be more agile, efficient, resilient, and secure.
We are looking for an Escalation Engineer - DLP to join our team. This is a hybrid capacity based in Bangalore role, reporting to the Senior Manager, Product Support in the 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.
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 thrive in ambiguity. You're comfortable building the path as you walk it.
- You act like an owner. Your passion for the mission fuels your bias for action.
- You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution.
- You are a high-trust collaborator. You are ambitious for the team, not just yourself.
- You are a learner. You have a true growth mindset and are obsessed with your own development.
What We're Looking for (Minimum Qualifications)
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions
- 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)
- Practical working knowledge of AWS, Azure, or GCP cloud environments paired with a strong understanding of Unix/Linux and Windows operating systems
- Deep understanding of data protection principles and practices
What Will Make You Stand Out (Preferred Qualifications)
- Experience deploying or supporting AI-powered sensitive data discovery tools or automated data classification models
- Experience with scripting and automation using Python or PowerShell
- Knowledge of regulatory requirements and compliance standards such as GDPR, HIPAA, or PCI-DSS
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!