Description

Key Skills: AI Security, Cloud Security, APIs, Linux CLI, Debugging, AWS, GCP, Azure, Troubleshooting, Technical Support

Good to Have Skills: Zscaler products (ZIA, ZPA, ZDX), TLS/SSL inspection, authentication flows, LLM-based systems, data leakage prevention in AI, model access policy controls, scripting for automation, enterprise networking, JSON, logging frameworks, distributed systems, policy engines, telemetry analysis, packet-level analysis.

Roles & Responsibilities:

• Own and resolve the highest-severity technical escalations through deep analysis, ensuring fast resolution and managing the on-call rotation for critical issues.
• Troubleshoot and resolve complex issues across Zscaler cloud security services, configuration, policy engines, APIs, and AI-assisted capabilities.
• Investigate and resolve scenarios related to the secure use of AI models, governance of AI agents, data protection, and inference security.
• Perform detailed log, telemetry, and packet-level analysis to identify the root cause, reproducing complex defects, providing engineering-ready bug reports, and validating fixes.
• Drive cross-functional collaboration with Engineering, Cloud Ops, and Product Management, while also creating advanced troubleshooting documentation and acting as a technical mentor to uplift support capability.

Experience Required: 4–10 years of deep technical support, cloud support engineering, or escalation engineering experience. Strong understanding of AI model security, data governance, AI agent behavior, and safe enterprise deployment principles

Key Skills

Education

Any Graduate