As an Escalation Engineer, you’ll join our growing global Escalation team that sits at the intersection of our customers and our engineering teams. You will deliver exceptional support experiences to some of the world’s largest enterprises by owning complex investigations end-to-end and driving systemic improvements back into the product.
Responsibilities
Own complex investigations end-to-end: Take escalated cases from initial triage through root cause analysis and resolution, spanning browser, network, cloud, and endpoint layers.
Analyze real technical data: Work directly with support debug packages, Chromium traces, network captures, log platforms, and diagnostic tools to isolate browser behavior, analyze network infrastructure, and correlate logs across distributed systems.
Collaborate with R&D: Write detailed, evidence-based escalation reports with reproduction steps, logs, and traces that enable engineering teams to act quickly to get issues resolved.
Be the customer's advocate: Own the communication loop with enterprise customers from escalation through resolution, translating complex technical findings into clear updates.
Drive systemic improvements & cross-team triage: Identify patterns across escalations, contribute to knowledge base articles and runbooks to reduce future volume, and participate in prioritization discussions where your insight directly influences what gets fixed and when.
Lead high-impact SLED and Federal customer placements of the Zscaler Zero Trust Exchange platform from kickoff through project closure.
Responsibilities
Take full accountability for the end-to-end delivery lifecycle of concurrent, complex customer deployments, covering planning, execution, governance, risk management, and formal project sign-off
Lead multiple concurrent customer engagements spanning Zero Trust deployments, legacy security tool migrations, architecture assessments, and ongoing optimization programs
Define, track, and report on deployment success criteria, metrics, milestones, and timelines to ensure projects stay on schedule, within scope, and aligned to business outcomes
Develop and maintain rigorous project documentation, including project plans, rollout schedules, risk and issue logs, meeting minutes, and executive status reports tailored to diverse stakeholder audiences
Partner closely with internal specialists and customer stakeholders to proactively identify roadblocks and resolve escalations to ensure forward momentum
Requirements
Nice to have: Zero Trust architecture experience
Nice to have: SASE
Nice to have: Enterprise cloud security platforms
Nice to have: ZIA, ZPA, ZDX
Nice to have: Professional Services Automation (PSA)
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