Escalation engineer specialising in ZIA and ZPA - Zscaler's internet access and private access products - based in Bengaluru or Mohali.

This role was posted on 22 September 2026. ZIA and ZPA are the two flagship halves of Zscaler's Zero Trust Exchange: secure internet access and zero-trust private application access. As the product-specific escalation engineer, you take the hardest cases on both, from SSL inspection behaviour to connector and tunnel issues.

About Zscaler

Zscaler (NASDAQ: ZS) runs what it calls the world's largest in-line cloud security platform, the Zero Trust Exchange, distributed across more than 200 public data centers globally. Its platform securely connects users, devices and applications for thousands of enterprise customers, protecting them from cyberattacks and data loss. The company says it is building an AI-native enterprise around a Human + AI model of work. Learn more on Zscaler's website.

The role in plain terms

You specialise in the two products nearly every Zscaler customer runs. Expect deep protocol work: HTTP/S inspection, DNS, tunnels, authentication flows and the edge cases enterprises hit at scale. The escalation team owns the last mile of a hard case - reproduction, root cause and coordination with engineering until the customer is unblocked.

What you will do

Per the employer's listing, you will:

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 troubleshooting and resolution
Reproduce customer-reported issues in controlled environments to validate defects and provide clear, actionable findings to Engineering and Operations
Create and maintain technical knowledge base/support database entries to document troubleshooting steps and resolutions when content does not already exist

What the employer asks for

These requirements are quoted from the employer's listing, kept in their exact words so eligibility details are not distorted:

Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
Bachelors with 8 plus years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products
Proven experience in handling critical escalations and driving them to successful resolution
A strong professional drive to thrive in a high-pressure environment of daily escalations and a genuine passion for resolving complex technical challenges for customers
Proficiency in troubleshooting network issues using standard diagnostic tools (e.g., Ping, Traceroute, MTR, etc.)
Strong understanding of network security concepts and technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)

Who this role suits

Senior support and network security engineers (Zscaler's escalation roles ask for around 8 years) who know web proxy, VPN or zero-trust architectures deeply. Product-specific escalation experience on ZIA/ZPA themselves is the strongest signal; adjacent vendors and enterprise network teams are the next best fit. Not for freshers.

Practical notes

Know the two products' architectures cold before the loop: how ZIA inspects traffic, how ZPA brokers private app access, and their common failure modes. Bring one story per product area if you can - a gnarly inspection issue and an access/connectivity issue - with the debugging trail that solved each.

How to apply

Apply directly on the employer's site: Escalation Engineer - ZIA/ZPA at Zscaler. We found this listing on the Greenhouse public job board (job-boards.greenhouse.io), where it was posted on 22 Sep 2026 and was still open when we checked on 31 Oct 2026. Before applying, re-read the employer's own description in full, since eligibility details, deadlines and process steps can change at any time and the employer's page is always the final word. Tailor your resume to the specific requirements above rather than sending a generic one: mirror the skills and tools the listing names where you genuinely have them. A short, specific note on why this team and this problem interest you goes further than a long generic cover letter. Never pay a fee to apply or interview; genuine employers, including this one, do not charge candidates.

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