Escalations Manager

Framework Ventures; United States; Hybrid; USD 85,000 - 130,000; Full time

Benefits offered by this job

Health plans

Time off plans for vacation and sick

Parental leave options

Retirement options

Education reimbursement

In-office perks

Job summary

Zscaler is seeking an Escalation Manager in the United States to act as the frontline contact for escalations, assess severity, and coordinate with Support, Sales, Engineering, and Product to align timelines and outcomes.

You will perform root-cause analysis, identify trends, and contribute to strategic projects using AI solutions, while maintaining high standards of communication and collaboration.

Qualifications

• Diploma in Computer Science or a related technical field.
• 3+ years in a support org performing technical troubleshooting via phone and email.
• Strong verbal and written communication with stakeholders up to executive level.
• Proficiency in identifying patterns and trends indicating systemic issues.
• Ability to perform in a highly collaborative, team-based environment during high-stress situations.

Responsibilities

• Act as frontline point of contact for escalations across multiple channels.
• Rapidly assess escalation severity and provide action plans with timelines.
• Coordinate across Support, Sales, Engineering, and Product to align impact and timelines.
• Apply root cause categorization and suggest remediation for repeat gaps.
• Participate in strategic projects to enhance processes and leverage AI solutions.

Skills

Strong communication

Cross-functional collaboration

Pattern recognition

Executive level communication

Crisis handling

Education

Diploma in Computer Science or related field

Bachelor’s Degree in Computer Science or related field

Job description

About Zscaler Zscaler is a pioneer and global leader in zero trust security. The world’s largest businesses, critical infrastructure organizations, and government agencies rely on Zscaler to secure users, branches, applications, data & devices, and to accelerate digital transformation initiatives. Distributed across more than 160 data centers globally, the Zscaler Zero Trust Exchange platform combined with advanced AI combats billions of cyber threats and policy violations every day and unlocks productivity gains for modern enterprises by reducing costs and complexity. Here, impact in your role matters more than title and trust is built on results. 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 champion an “AI Forward, People First” philosophy to help us accelerate and innovate, empowering our people to embrace their potential. If you’re driven by purpose, thrive on solving complex challenges and want to make a positive difference on a global scale, we invite you to bring your talents to Zscaler to help shape the future of cybersecurity.

What you’ll do (Role Expectations)

Act as the frontline point of contact for all incoming escalations—coming from multiple channels, both internal and external—acknowledging each within SLO using the most effective communication methods

Rapidly assess escalation severity and resource requirements to provide immediate action plans or specific update timelines, while redirecting invalid requests to the correct resources

Coordinate across Support, Sales, Engineering, and Product teams to ensure a shared understanding of impact and drive stakeholder engagement within defined timelines

Apply accurate Root Cause categorization during case analysis to capture trends and recommend remediation for repeat process gaps to Support Leadership

Participate in strategic projects to enhance EM processes and tools, identifying opportunities for efficiency and leveraging AI solutions as they emerge

Who You Are (Success Profile)

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 are a positive force. You approach hard problems with constructive energy and a 'can-do' spirit that is contagious, inspiring your team to stay focused on the solution.

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.

You champion simplicity. You are skilled at distilling complex problems, user needs, and technical concepts into clear, simple, and actionable plans. You are a precise communicator who brings clarity and focus to every interaction.

What We’re Looking for (Minimum Qualifications)

Diploma in Computer Science or a related technical field

3+ years of experience in a support organization performing technical troubleshooting via phone and email while logging issues in a modern ticketing system

Strong verbal and written communication skills with the ability to engage at both a business and technical level with stakeholders up to the executive level

Proficiency in identifying patterns and trends that indicate systemic issues and promptly communicating findings to the appropriate teams

Ability to perform all job functions effectively in a highly collaborative, team-based environment during high-stress or crisis situations

What Will Make You Stand Out (Preferred Qualifications)

Bachelor’s Degree in Computer Science or a related technical field

Practical knowledge of Zero Trust (ZIA/ZPA) and Cloud Security principles

Professional certifications relevant to technical support and cloud technologies

LI-IA1 #LI-HybridAt 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 Future of Work strategy, hybrid working model, and benefits here.

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. 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.