Escalation Engineer - AI Security

About the role

This role involves taking ownership of and resolving high-severity technical escalations. The work focuses on troubleshooting complex issues across Zscaler's services, with a particular emphasis on scenarios related to AI model security and data protection. Success in this position means conducting thorough analyses to pinpoint root causes and verify that fixes are effective.

The Escalation Engineer will be a key point of contact for critical technical problems, requiring strong investigative skills. This position demands collaboration with multiple internal departments, including Engineering, Cloud Operations, and Product Management, to ensure that solutions are comprehensive and well-integrated. The ability to work effectively across teams is essential for addressing complex technical challenges.

Zscaler operates a cloud-native platform designed to protect customers from cyberattacks and data loss. The company culture emphasizes transparency, collaboration, and delivering significant impact. This environment supports an inclusive approach, focusing on customer satisfaction and individual accountability for resolving technical issues.

The compensation for this position ranges from $160,000 to $257,500 annually.

Skills that matter here

• AI model security: This role requires investigating and resolving issues specifically related to the security of AI models.
• data governance: The engineer will troubleshoot scenarios involving data protection and compliance within AI systems.
• APIs: Proficiency with APIs is necessary for troubleshooting and understanding system interactions.
• JSON: The role involves working with JSON for data exchange and configuration in cloud-based systems.
• Linux CLI: Experience with the Linux command-line interface is required for system analysis and troubleshooting.
• cloud platforms: The engineer will work with cloud-based systems, requiring general familiarity with cloud environments.

Who this role suits

• A candidate with 4-10 years of experience in technical support or escalation engineering.
• Someone who possesses a strong grasp of AI model security and data governance principles.
• An individual who is adept at detailed analysis to identify root causes of complex technical problems.
• A person who thrives in a collaborative environment, working with various technical and product teams.

From the employer

• Own and resolve high-severity technical escalations.
• Troubleshoot and resolve complex issues across Zscaler services.
• Investigate scenarios related to AI model security and data protection.
• Perform detailed analysis to identify root causes and validate fixes.
• Collaborate with Engineering, Cloud Ops, and Product Management.

• 4–10 years of technical support or escalation engineering experience.
• Strong understanding of AI model security and data governance.
• Proficiency with APIs, JSON, Linux CLI, and cloud-based systems.
• Exposure to cloud platforms like AWS, GCP, or Azure.

• Comprehensive health plans.
• Time off for vacation and sick leave.
• Parental leave options.
• Retirement plans.
• Education reimbursement.
• In-office perks.