Escalation Engineer DLP

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 worlds 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 debatewere 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 youre enabled to do your best work and embrace your potential. If youre driven by purpose thrive on solving complex challenges and want to be part of the team thats helping to secure the AI age we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

Role

We are looking for a Escalation Engineer - DLP to join our team in a hybrid capacity based in Bangalore reporting to the Senior Manager Product Support within our Support department. The ideal candidate will function as the highest level of technical support within the TAC responsible for resolving the most complex and critical DLP issues escalated from Level I and Level II support engineers. This role requires deep technical expertise in DLP technologies exceptional problem-solving abilities and a strong commitment to customer satisfaction.

What youll do (Role Expectations)

• Serve as the primary point of contact for escalated DLP issues providing advanced troubleshooting and resolution for the escalated DLP cases
• Take ownership of complex and critical cases ensuring they are resolved effectively and efficiently
• Perform detailed root cause analysis to identify underlying issues and implement long-term solutions for the customers
• Work closely with product development engineering and other cross-functional teams to resolve issues and improve Zscaler DLP products and services
• Maintain clear and proactive communication with customers throughout the escalation process providing regular updates and managing expectations

Who You Are (Success Profile)

• 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. You adapt to whats needed navigating seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You seek out challenges because you are energized by finding solutions 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 feedbackknowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are customer-obsessed. You build deep empathy for the customerboth internal and externaland anchor your decisions in solving their real-world problems. You champion their needs from start to finish knowing their success is our success.
• You operate with urgency. You understand that in a high-growth environment speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action delivering high-impact results quickly to win for the customer and the team.

What Were Looking for (Minimum Qualifications)

• Minimum of 8 years of experience in technical support with at least 5 years focused on DLP/CASB solutions and escalations
• Experience with data loss prevention securing SaaS and Cloud Access Security Brokers (CASB)
• Strong understanding of Unix/Linux and Windows operating systems
• Practical working knowledge of AWS Azure or GCP cloud environments
• Deep understanding of data protection principles and practices

What Will Make You Stand Out (Preferred Qualifications)

• Experience with scripting and automation using Python or PowerShell
• Knowledge of regulatory requirements and compliance standards such as GDPR HIPAA or PCI-DSS
• Familiarity with ticketing systems and support tools including ServiceNow Salesforce or JIRA

#LINT1

#LIHybrid

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:

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.