Escalation Engineer - ZIA/ZPA

Own and drive resolution of escalated customer issues and critical situations, ensuring timely, high-quality outcomes.

Work on critical customer cases and resolve them within established/expected resolution timelines (SLAs/OLAs), providing clear status and action plans throughout.

Participate in a 24x7 support operation, including an on-call rotation (as required) and Collaborate with Engineering to support customer testing efforts and accelerate troubleshooting…

Reproduce customer-reported issues in controlled environments to validate defects and provide clear, actionable findings to Engineering and Operations.

You are a problem-solver. You seek out challenges because you are energized by finding solutions…

You are customer-obsessed. You build deep empathy for the customer and anchor your decisions in solving their real-world problems. You champion their needs from…

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…

Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving.