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Zscaler logo
Zscaler

Zscaler helps leading organizations in 180+ countries securely transform their networks and applications for a mobile and cloud-first world. Founded in 2008, th

Staff Escalation Engineer

EngineerEngineerFull TimeRemoteSeniorTeam 8,697Since 2007Company Site

Location

California

Posted

57 days ago

Salary

$129.5K - $185K / year

Seniority

Senior

Job Description

Staff Escalation Engineer

Zscaler

About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. We are looking for a Staff Escalation Engineer to join our Shared Platform Services team. This is a hybrid role based out of either our San Jose, CA office (3 days a week), reporting to the Sr. Manager, Software Engineering QA. You will be instrumental in taking the Zscaler Client Connector Cloud service to the next level in terms of reliability, availability, and scalability. As part of the team that built the world’s largest cloud security platform, you will bring your vision and passion to enable organizations worldwide to harness speed and agility with a cloud-first strategy. What you’ll do (Role Expectations) - Own and resolve escalated cloud incidents end-to-end, including impact analysis, debugging, implementing solutions, and communicating with stakeholders - Collaborate with development, security, and operations to design and implement code/configuration fixes for complex system issues - Monitor system health, performance, and security via PagerDuty and enhance alerting to meet SLOs - Build diagnostic tools, dashboards, and documentation to enable faster, more effective incident resolution across the team - Lead production service ownership and supportability by deploying critical fixes, making key deployment decisions, and responding to high-pressure off-hours events Who You Are (Success Profile) - You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful. - You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution. - You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact. - You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. - You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. What We’re Looking for (Minimum Qualifications) - Expert troubleshooting, debugging, and root-cause analysis for complex, high-priority incidents, with experience using CPU/memory profilers to diagnose resource exhaustion - Strong hands-on skills in Python, Bash, and Java; cloud platforms (GCP, AWS, Azure); and IaC/configuration tools (Terraform, Ansible) - Ability to write complex MySQL queries and generate business reports - Experience with authentication protocols such as SAML and OAuth - Solid networking fundamentals (TCP/IP, UDP, ICMP) and debugging with Postman and packet captures, along with proficiency in monitoring tools like Grafana What Will Make You Stand Out (Preferred Qualifications) - Experience developing applications with Java, REST APIs, MySQL, and jQuery - Bachelor’s degree in Computer Science or Computer Engineering (or related field); MS in CS/CE preferred #LI-JM1 #LI-Remote Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training. The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits. Base Pay Range $129,500—$185,000 USD At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure. Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: - Various health plans - Time off plans for vacation and sick time - Parental leave options - Retirement options - Education reimbursement - In-office perks, and more! Learn more about Zscaler’s Future of Work strategy, hybrid working model, and benefits here. By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines. Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link. Pay Transparency Zscaler complies with all applicable federal, state, and local pay transparency rules. Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.

Benefits

  • 401(K), 401(K) matching, Adoption Assistance, Company equity, Company sponsored family events, Dedicated diversity and inclusion staff, Dental insurance, Disability insurance, Volunteer in local community, Employee stock purchase plan, Family medical leave, Generous parental leave, Health insurance, Life insurance, Charitable contribution matching, Mentorship program, Open office floor plan, Paid sick days, Onsite office parking, Partners with nonprofits, Performance bonus, Pet insurance, Lunch and learns, Free snacks and drinks, Team based strategic planning, OKR operational model, Tuition reimbursement, Mandated unconscious bias training, Vision insurance, Wellness programs, Some meals provided, Mental health benefits, Diversity employee resource groups, Hiring practices that promote diversity, Fertility benefits, Employee resource groups, Hybrid work model, President's club, Employee awards, Diversity recruitment program, Pension, Transgender health care benefits, Mother's room, Personal development training, Flexible time off, Bereavement leave benefits

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