Staff Escalation Engineer

Zscaler•San Jose, CA

13d•Hybrid

About The Position

Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re 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 value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. We are looking for a Staff Escalation Engineer to join our Shared Platform Services team. This is a hybrid role based out of either our San Jose, CA or Bellevue, WA office (3 days a week), reporting to the Sr. Manager, Software Engineering QA. You will be instrumental in taking the Zscaler Client Connector Cloud service to the next level in terms of reliability, availability, and scalability. As part of the team that built the world’s largest cloud security platform, you will bring your vision and passion to enable organizations worldwide to harness speed and agility with a cloud-first strategy.

Requirements

Expert troubleshooting, debugging, and root-cause analysis for complex, high-priority incidents, with experience using CPU/memory profilers to diagnose resource exhaustion
Strong hands-on skills in Python, Bash, and Java; cloud platforms (GCP, AWS, Azure); and IaC/configuration tools (Terraform, Ansible)
Ability to write complex MySQL queries and generate business reports
Experience with authentication protocols such as SAML and OAuth
Solid networking fundamentals (TCP/IP, UDP, ICMP) and debugging with Postman and packet captures, along with proficiency in monitoring tools like Grafana

Nice To Haves

Experience developing applications with Java, REST APIs, MySQL, and jQuery
Bachelor’s degree in Computer Science or Computer Engineering (or related field); MS in CS/CE preferred

Responsibilities

Own and resolve escalated cloud incidents end-to-end, including impact analysis, debugging, implementing solutions, and communicating with stakeholders
Collaborate with development, security, and operations to design and implement code/configuration fixes for complex system issues
Monitor system health, performance, and security via PagerDuty and enhance alerting to meet SLOs
Build diagnostic tools, dashboards, and documentation to enable faster, more effective incident resolution across the team
Lead production service ownership and supportability by deploying critical fixes, making key deployment decisions, and responding to high-pressure off-hours events