Escalation Engineer - Cloud

Description

The company makes a cloud security platform, the Zero Trust Exchange, which connects users, devices and applications in any location and protects customers from cyberattacks and data loss. It runs across more than 200 public data centers worldwide plus thousands of private edge sites, making it the largest in-line cloud security platform of its kind.

The company is building an AI-native organization in which people work alongside machine intelligence to tackle hard security problems. Its culture centers on customer focus, ownership, candid feedback and trust built through results.

This is a hybrid role based in Mohali, reporting to the Escalation Manager in the Customer Success department. You will help client-facing teams resolve critical technical problems, using data, market insight and work across functions to speed up technical resolutions and give customers a strong experience.

Responsibilities

• Work directly with customers on escalated support cases and other high-priority situations
• Take part in the 24x7 support operation and a 24x7 on-call rotation
• Work with Engineering to help customers test and troubleshoot
• Reproduce customer issues to confirm them, then pass findings to Engineering and Operations
• Write entries in the technical support knowledge database for any fix that is not already documented

Requirements

• You enjoy solving hard technical problems and see them as the work with the greatest impact
• You put customers first, understand the needs of internal and external stakeholders, and base decisions on real customer problems
• You move quickly without cutting corners on technical quality, delivering strong results for customers and your team
• You collaborate with high trust, give and receive direct feedback clearly and respectfully, and build confidence across teams
• You take ownership and act decisively, moving between strategy and hands-on work
• You are curious about AI tools, actively explore them, and have a track record of adopting new technology to improve your daily work and problem-solving
• At least 8 years of experience as a Support Engineer or Senior Support Engineer supporting cloud networking or web security products
• At least 7 years of experience with operating systems such as Linux, Unix and FreeBSD
• Experience delivering products and services as cloud-based solutions
• Strong verbal and written communication, able to speak to technical and business audiences, including internal teams, customers, partners and executives
• Preferred: You have proven ability to use AI technologies and workflows to produce measurable gains in operational efficiency
• Preferred: Hands-on experience managing cloud security (NSGs, NACLs), Infrastructure as Code tools such as Terraform or CloudFormation, and monitoring tools such as CloudWatch, Azure Monitor and Log Analytics
• Preferred: Deep knowledge of cloud networking, hybrid connectivity and traffic management across AWS, Azure and GCP, including VPC/VNet peering, Direct Connect, ExpressRoute and ELB/GWLB

Conditions

Hybrid work in Mohali

The company follows all applicable federal, state and local pay transparency rules.

The company offers reasonable accommodations in its recruiting process to candidates who are differently abled, have long-term or mental health conditions, hold sincerely held religious beliefs, are neurodivergent, or need pregnancy-related support.

Benefits

• Various health plans
• Vacation and sick time plans
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks and more