Product Support Engineer III - DLP

Zscaler; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Zscaler is seeking a Product Support Engineer III - DLP based in Bangalore in a hybrid role to join the TAC team. The engineer will handle escalated DLP issues with deep technical troubleshooting and collaborate with product development to improve DLP offerings.

The role requires 6+ years in technical support, including 3+ years in DLP/CASB, and strong knowledge of Unix/Linux, Windows, and cloud platforms (AWS/Azure/GCP). Customer-focused, fast-paced, and quality-driven execution is essential.

Qualifications

• 6+ years of experience in technical support with at least 3 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.

Responsibilities

• 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

Skills

DLP/CASB expertise

Escalation handling

Unix/Linux

Windows

Cloud (AWS/Azure/GCP)

Tools

ServiceNow

Salesforce

JIRA

Job description

Role

We are looking for a Product Support Engineer III - 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 6+ years of experience in technical support, with at least 3 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

Equal Employment Opportunity

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.

Accommodations

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.