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Escalation Engineer - AI Security

Security EngineerSecurity EngineerFull TimeHybridSeniorTeam 5,001-10,000Since 2008H1B SponsorCompany SiteLinkedIn

Location

KA + 1 moreAll locations: KA | India

Posted

11 days ago

Salary

0

Seniority

Senior

Job Description

Escalation Engineer - AI Security

Zscaler

Title: Escalation Engineer - AI Security Location: Bangalore, IND; Mohali, IND Role We are looking for an experienced Escalation Engineer to join our Customer Success team. This is a hybrid role based in Bangalore, you will report to the Escalation Manager. Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. You'll be an integral part of solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs. What you’ll do (Role Expectations) - Own and resolve the highest-severity technical escalations through deep analysis, ensuring fast resolution and managing the on-call rotation for critical issues - Troubleshoot and resolve complex issues across Zscaler cloud security services, configuration, policy engines, APIs, and AI-assisted capabilities - Investigate and resolve scenarios related to the secure use of AI models, governance of AI agents, data protection, and inference security - Perform detailed log, telemetry, and packet-level analysis to identify the root cause, reproducing complex defects, providing engineering-ready bug reports, and validating fixes - Drive cross-functional collaboration with Engineering, Cloud Ops, and Product Management, while also creating advanced troubleshooting documentation and acting as a technical mentor to uplift support capability 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) - 4–10 years of deep technical support, cloud support engineering, or escalation engineering experience - Strong understanding of AI model security, data governance, AI agent behavior, and safe enterprise deployment principles - Proficiency with APIs, JSON, logging frameworks, Linux CLI, debugging tools, and cloud-based distributed systems - Exposure to cloud platforms (AWS/GCP/Azure) and identity, policy, or proxy-based architectures - Ability to reproduce complex issues, correlate across layers (client → edge → cloud), and articulate clear RCAs What Will Make You Stand Out (Preferred Qualifications) - Demonstrated experience with Zscaler products (ZIA, ZPA, ZDX) or similar cloud security platforms, including knowledge of enterprise networking, TLS/SSL inspection, and authentication flows - Familiarity with LLM-based system behavior, data leakage prevention in AI, and establishing model access policy controls - Proficiency in scripting for automation, efficient troubleshooting, and reproducing complex customer environments #LI-RR #LI-Hybrid 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!

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