Troubleshoot user connectivity, application access, authentication, and policy-related issues.
Monitor service health and proactively identify potential incidents impacting users.
Collaborate with service providers, internal teams, and Zscaler support for issue resolution.
Support onboarding of branches , applications, and business units into Zscaler platforms.
Security Policy Management
Implement and maintain Zscaler rules, web filtering, SSL inspection, DLP, CASB, firewall, and access control policies.
Assist with policy reviews, optimization, and compliance requirements.
Participate in security incident investigations and remediation activities.
Support Zero Trust and Secure Service Edge (SSE) initiatives.
Network & Cloud Integration
Troubleshoot GRE/IPSec tunnels between sites and Zscaler cloud.
Support integration with identity providers such as Azure AD/Entra ID and Okta.
Assist with cloud connectivity, private application access, and remote user connectivity.
Coordinate with network teams for routing, DNS, proxy, and connectivity issues impacting Zscaler services.
Incident & Service Management
Manage incidents, service requests, and change requests through ServiceNow.
Participate in on-call rotations and major incident management processes.
Ensure adherence to SLAs, operational procedures, and escalation processes.
Create and maintain technical documentation, runbooks, and knowledge articles.
Continuous Improvement
Identify opportunities to automate repetitive operational tasks.
Contribute to process improvements and operational excellence initiatives.
Participate in training, certification, and knowledge-sharing activities.
What Makes You Stand Out
Zscaler Expertise
Zscaler Zero Trust Branch (ZTB)
Zscaler Internet Access (ZIA)
Zscaler Client Connector (ZCC)
Zero Trust Network Access (ZTNA)
Secure Service Edge (SSE)
Cloud Firewall and URL Filtering
SSL Inspection & Traffic Forwarding
Network Security Expertise
Enterprise Firewall Technologies (Cisco ASA/FTD, Fortinet)
Intrusion Detection & Prevention Systems (IDS/IPS)
Cisco Secure Access (Umbrella) and Proxy Technologies
Network Segmentation and Micro-Segmentation
Zero Trust Architecture (ZTA) and SASE/SSE
Identity & Access Management (Entra ID, SAML, MFA, SSO)
VPN Technologies (IPSec, DMVPN, SSL VPN)
DNS Security, URL Filtering, and Threat Prevention
Security Incident Investigation and Troubleshooting
Security Monitoring, Log Analysis, and SIEM Integration
Network Access Control (Cisco ISE)
Networking Fundamentals
TCP/IP, DNS, DHCP
Routing and Switching Concepts
BGP, OSPF, EIGRP, VLANs
GRE and IPSec Tunnels
Proxy Technologies
VPN Concepts
Load Balancer (Citrix)
Cloud networking (IaaS / PaaS)
Monitoring & Operations
ServiceNow
Grafana
SolarWinds
Network Monitoring & Packet Analysis Tools
Wireshark
Automation
Python
REST APIs
Ansible
Your Background
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
5-8 years of experience in Network Security, Cloud Security, or Zscaler Operations.
Hands-on experience supporting ZTB, ZIA and/or ZPA environments.
Experience working in a 24x7 operational support environment.
Good understanding of networking fundamentals and troubleshooting methodologies.
Experience with ITSM tools such as ServiceNow.
Core Competencies
Strong troubleshooting and analytical skills.
Customer-focused mindset with excellent communication skills.
Ability to prioritize and manage multiple incidents simultaneously.
Collaborative approach to working across infrastructure, security, and application teams.
Continuous learning mindset and ownership of operational excellence.
Preferred Qualifications
ZTCA, ZDTA, ZDTE
CCNA / CCNP Security certification or equivalent security certification
Experience with Zscaler Zero Trust Solutions and SSE architectures
Physical Requirements
Travel Expectations
EOE/M/F/Vet/Disability
