About Zscaler Zscaler is a pioneer and global leader in zero trust security. The worldâs 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 debateâweâre 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 âAI Forward, People Firstâ philosophy to help us accelerate and innovate, empowering our people to embrace their potential. If youâre 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.Role We are looking for an Escalations Manager (EM) to join our Support team in a hybrid capacity, reporting to the Senior Manager, Escalations. The Escalation Manager (EM) is the single point of contact for all incoming escalations to Support (TAC) from customers, partners, and internal stakeholders. They acknowledge the escalation with defined SLOs, conduct a full case review, allocate resources, and develop an action plan before handing off ownership to the appropriate team. The EM ensures efficient, transparent collaboration with stakeholders, completes required documentation, sets and adjudicates root-cause reason codes, and communicates any additional case issues to the appropriate Support Leader(s). Improvements to systems, processes and tools should be contributed regularly as they are conceived. What youâll do (Role Expectations)
Act as the frontline point of contact for all incoming escalationsâcoming from multiple channels, both internal and externalâacknowledging 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
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 feedbackâknowing 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 customerâboth internal and externalâand 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.
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
Professional certifications relevant to technical support and cloud technologies
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 Zscalerâs Future of Work strategy, hybrid working model, and benefits here.
By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines. 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. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link. 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.