Global Escalation Specialist, ZCC
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 160+ public exchanges globally and thousands of private exchanges 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 a Global Escalations Specialist to join our team. This is a Hybrid role in Bangalore/Mohali, reporting to the Director, Global Escalations in the GCS department. The Global Escalations Specialist team serves as an escalation point product expert for TAC, triaging, owning, and managing all case escalations regardless of product or priority. This approach provides a unified and technically proficient entry point for routing validated bugs to Engineering, ensuring quality while reducing confusion and delays. Additionally, the team is responsible for providing regular updates on critical escalations to key stakeholders, including customers, GTM teams, support leadership, and engineering management.
What you’ll do (Role Expectations)
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Act as the final escalation point for support and the primary technical escalation layer before involving Engineering
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Work on complex customer cases where analysis of situations or data requires deep technical evaluation across multiple tools
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Ensure meticulous debugging and replication of customer-reported issues while contributing to technical documentation and runbooks
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Collaborate with Engineering to champion Support requirements, ensuring critical bugs and product deficiencies are addressed promptly
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Strengthen TAC teams through technical training, workshops, and mentoring to increase deflection rates into GES
Who You Are (Success Profile)
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You act like an owner, operating with integrity and a strong bias for action while navigating seamlessly between high-level strategy and hands-on execution.
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You are a problem-solver who is energized by complex technical challenges and driven to deliver high-impact solutions.
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You are a high-trust collaborator who embraces feedback, fosters candid communication, and prioritizes team success over individual achievement.
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You are customer-obsessed, building deep empathy for internal and external stakeholders while anchoring decisions in solving real-world problems.
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You are resilient and adaptable, maintaining composure in high-pressure situations and guiding teams through complexity with a steady hand
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