Escalation Engineer - DLP

Zscaler; Bengaluru; Hybrid; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Time off plans for vacation and sick time

Parental leave options

Retirement options

In-office perks

Job summary

A leading cybersecurity company is seeking an Escalation Engineer - DLP based in Bangalore. This hybrid role focuses on resolving complex data loss prevention issues and requires a strong commitment to customer satisfaction. Candidates should have over 8 years of technical support experience, with at least 5 years dedicated to DLP/CASB solutions. The position offers robust benefits including time off, parental leave, and retirement options.

Qualifications

• 8+ years of experience in technical support, with at least 5 years focused on DLP/CASB.
• Strong understanding of Unix/Linux and Windows operating systems.
• Practical working knowledge of AWS, Azure, or GCP cloud environments.

Responsibilities

• Resolve the most complex and critical DLP issues escalated from Level I and II support.
• Perform root cause analysis to identify underlying issues.
• Provide advanced troubleshooting and resolution for escalated DLP cases.

Skills

Technical support experience

Data loss prevention (DLP)

Problem-solving abilities

Customer satisfaction focus

Tools

ServiceNow

Salesforce

JIRA

Job description

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.

Role

We are looking for an 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 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 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 what’s 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 feedback—knowing 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 customer—both internal and external—and 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 We’re 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

Benefits

Zscaler’s benefits program is one of the most important ways we support our employees. We proudly offer comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• In‑office perks, and more!

Equal Employment Opportunity Statement

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.