Zscaler - Escalations Manager

• 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 customer-obsessed. You build deep empathy for the customer—both internal and external—and 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. • Diploma in Computer Science or a related technical field • 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 • Bachelor’s Degree in Computer Science or a related technical field • Practical knowledge of Zero Trust (ZIA/ZPA) and Cloud Security principles • Professional certifications relevant to technical support and cloud technologies • #LI-IA1 #LI-Hybrid • At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure. • 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 Zscaler’s 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.