Description

Resolve critical technical escalations for AI and cloud security services, ensuring rapid root-cause analysis and resolution.

This role is on-site.

Responsibilities

• Own and resolve high-severity technical escalations through deep analysis, managing on-call rotations for critical issues.
• Troubleshoot complex failures across Zscaler cloud security services, policy engines, APIs, and AI-assisted capabilities.
• Investigate secure AI model usage, agent governance, data protection, and inference security scenarios.
• Perform detailed log, telemetry, and packet-level analysis to reproduce defects, write engineering-ready bug reports, and validate fixes.
• Drive cross-functional collaboration with Engineering and Cloud Ops while creating advanced troubleshooting documentation.

Required Skills

• 5+ years in deep technical support, cloud support engineering, or escalation engineering.
• Strong understanding of AI model security, data governance, and AI agent behavior.
• Proficiency with AWS, GCP, and Azure cloud platforms.
• Hands-on experience with APIs, Linux CLI, and debugging tools.
• Ability to analyze logs, telemetry, and packet-level data to identify root causes.
• Experience with troubleshooting and resolving complex technical issues.

Preferred Skills

• Knowledge of Zscaler products (ZIA, ZPA, ZDX) and TLS/SSL inspection.
• Experience with authentication flows, LLM-based systems, and data leakage prevention in AI.
• Familiarity with scripting for automation, enterprise networking, JSON, and distributed systems.

Key Skills

Education

Any Graduate