Escalation Engineer - ZIA/ZPA
Bengaluru, MohaliFull-timeHybridJunior levelPosted over a month ago
Customer support role at Zscaler in Bengaluru and Mohali. Hybrid.
About the role
ZS) 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 bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback.
What you'll do
- What you’ll do (Role Expectations)
- Own and drive resolution of escalated customer issues and critical situations, ensuring timely, high-quality outcomes
- Work on critical customer cases and resolve them within established/expected resolution timelines (SLAs/OLAs), providing clear status and action plans throughout
- Participate in a 24x7 support operation, including an on-call rotation (as required) and Collaborate with Engineering to support customer testing efforts and accelerate…
- Reproduce customer-reported issues in controlled environments to validate defects and provide clear, actionable findings to Engineering and Operations
What you need
- Escalation handling
- Problem solving
Good to have
- Network security
- Firewalls