Escalation Engineer - DLP

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Role 

We are looking for an Escalation Engineer - DLP to join our team. This is a hybrid capacity based in Bangalore role, reporting to the Senior Manager, Product Support in the 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 you’ll 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 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)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• 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)
• Practical working knowledge of AWS, Azure, or GCP cloud environments paired with a strong understanding of Unix/Linux and Windows operating systems
• Deep understanding of data protection principles and practices

What Will Make You Stand Out (Preferred Qualifications)

• Experience deploying or supporting AI-powered sensitive data discovery tools or automated data classification models to enhance DLP capabilities
• Experience with scripting and automation using Python or PowerShell
• Knowledge of regulatory requirements and compliance standards such as GDPR, HIPAA, or PCI-DSS

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#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:

• 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 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.