Escalation Engineer - Cloud

RoleWe are looking for an Escalation Engineer to join our team. This is a Hybrid (Mohali) role, reporting to the Escalation Manager in the Customer Success department. In this role, you will play an integral part in solving critical technical challenges faced by client-facing teams, driving customer value, and enhancing operational efficiency. By leveraging data, market insights, and cross-functional collaboration, you will facilitate smooth technical resolutions and deliver exceptional experiences for Zscaler customers.What you’ll do (Role Expectations)Engaging with customers on escalated support issues or important customer situationsParticipating in a 24x7 Support Operation and 24x7 on-call rotationWorking with Engineering and assisting the customer with testing or troubleshootingReproducing customer issues to verify problems and provide feedback to Engineering and Operations teamsCreating entries in our technical support online database to document any incident resolution that is not found in our knowledge baseWho You Are (Success Profile)You are a problem-solver who is energized by finding solutions to complex technical challenges, knowing that tackling tough issues delivers the highest impact.You are customer-obsessed, building deep empathy for internal and external stakeholders and anchoring every decision in solving real-world customer problems.You operate with urgency, balancing speed and technical quality to execute swiftly and deliver high-impact results for both the customer and the team.You are a high-trust collaborator who embraces a culture of continuous feedback, giving and receiving candid input with clarity and respect to build trust across teams.You act like an owner with a strong bias for action, taking full accountability for outcomes and navigating seamlessly between high-level strategy and hands-on execution.What We’re Looking for (Minimum Qualifications)Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solvingMinimum 8+ years of experience working as a Support Engineer or Senior Support Engineer supporting cloud networking or web security products7+ years of experience with operating systems such as Linux, Unix, and FreeBSDExperience delivering products and services as cloud-based solutionsStrong communication skills (verbal and written) with the ability to communicate at a technical and business level with internal teams, customers, partners, and executivesWhat Will Make You Stand Out (Preferred Qualifications)Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiencyHands-on experience managing cloud security (NSGs, NACLs), Infrastructure as Code tools like Terraform or CloudFormation, and monitoring tools such as CloudWatch, Azure Monitor, and Log AnalyticsDeep expertise in cloud networking infrastructure, hybrid connectivity, and traffic management across AWS, Azure, and GCP, including VPC/VNet peering, Direct Connect, ExpressRoute, and ELB/GWLB