Global Escalation Specialist

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 Global Escalation Specialist to join our Support department. This is a hybrid role based out of Bangalore, Mohali, or Pune, reporting to the Director, Global Escalations.

We are hiring a highly technical Global Escalations Specialist to join our Global Customer Support team. This role serves as the highest technical escalation point within Support and a key bridge to Engineering for complex, business-critical customer issues. You will lead deep technical investigations, drive issue replication and root cause analysis, validate product defects, and partner cross-functionally to ensure timely resolution. You will also play an important role in improving product supportability, operational readiness, and overall customer experience.

What you’ll do (Role Expectations)

Act as the final technical escalation point for complex and high-priority customer issues

Lead advanced troubleshooting, debugging, issue replication, and root cause analysis across enterprise environments and Partner with Engineering to triage validated defects and drive resolution of critical product issues

Troubleshoot network, endpoint, authentication, and application access issues using advanced diagnostic tools and Improve supportability by identifying recurring patterns, product gaps, and opportunities for operational improvement

Support new product and feature introductions through testing, feedback, and readiness activities

Create technical documentation and mentor support engineers through knowledge sharing and technical guidance

Who You Are (S