Escalation Engineer
Zscaler · Bangalore, India · Hybrid; Mohali, India
About the role
Escalation Engineer in Zscaler's Technical Assistance Center resolving the most complex critical customer support issues escalated from L1/L2 engineers. Acts as highest-level technical support, reproducing defects and coordinating with Engineering. Part of 24x7 on-call support operation.
What you'll do
- Own and drive resolution of escalated customer issues and critical situations
- Meet SLA/OLA resolution timelines with clear status and action plans
- Participate in 24x7 support and on-call rotation
- Reproduce customer issues in controlled environments to validate defects
- Create and maintain technical knowledge base entries
What they're looking for
- Curiosity and active exploration of AI tools
- Highest-level technical support experience in TAC
- Problem-solving and ownership mindset
- Customer-obsessed with urgency
- Collaboration with Engineering and Operations
Key details
- Company
- Zscaler
- Location
- Bangalore, India · Hybrid; Mohali, India
- Work mode
- Hybrid
- Seniority
- Mid-level
- Employment type
- Full-time
- Role category
- Engineering
- Posted
- 19 Oct 2026
- Source
- job-boards.greenhouse.io