Escalation Engineer - DLP

Role
We are looking for an Escalation Engineer - DLP to join our team. This is a hybrid capacity based in Bangalore role, reporting to the Senior Manager, Product Support in the 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 thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
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. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.
You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, 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 a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.
What We’re Looking for (Minimum Qualifications)
Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
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)
Practical working knowledge of AWS, Azure, or GCP cloud environments paired with a strong understanding of Unix/Linux and Windows operating systems
Deep understanding of data protection principles and practices
What Will Make You Stand Out (Preferred Qualifications)
Experience deploying or supporting AI-powered sensitive data discovery tools or automated data classification models to enhance DLP capabilities
Experience with scripting and automation using Python or PowerShell
Knowledge of regulatory requirements and compliance standards such as GDPR, HIPAA, or
PCI-DSS

Work arrangement
No