Z SCALER Technical Support

Job description

Job Requirements

Core responsibilities Incident and problem management: Act as the escalation point for Zscaler-related issues, perform root cause analysis, and ensure timely resolution of complex security, networking, and performance problems Infrastructure management: Manage and support the Zscaler security infrastructure, including Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA). o ZPA Application Access: Manage application segments and segment groups to define and control user access to private internal applications.

Manage and update Proxy Auto-Configuration (PAC) files after seniors review, including all exceptions and redirection configurations. Support On-Prem PSE Proxy servers.

ZIA Traffic Control

Configure Cloud App Control and URL filtering policies to govern web and SaaS application access.

Identity Integration

Integrate the Zscaler platform with an identity provider (IdP) for user authentication and automated provisioning via standards like SAML and SCIM.

Deployment and configuration

Assist in the deployment and configuration of Zscaler services, ensuring all security policies and settings are correctly implemented and maintained. Manage and update Proxy Auto-Configuration (PAC) files after seniors review, including all exceptions and redirection configurations Policy optimization: Optimize security policies, access control lists (ACLs), and traffic forwarding methods for both ZIA and ZPA to enhance security and performance.

Investigate and resolve SSL inspection bypass issues, using traffic decryption capabilities to analyze problems with specific URLs or applications.

DLP Incidents

Manage and investigate incidents related to Data Loss Prevention (DLP), handling sensitive data exposure alerts and policy violations. Escalation point will be HP cyber DLP team.

Troubleshooting complex issues

Diagnose and resolve advanced connectivity issues using log analysis, deep packet inspection (DPI), and other debugging techniques.

Log analysis and reporting

Analyze Zscaler logs to monitor for security issues and generate reports on system performance and security events. L2 administrators review Sandbox reports in the Dashboards and Analytics sections Collaboration: Work closely with network, security, and DevOps teams, as well as third-party vendors and Zscaler support, to troubleshoot and resolve issues. Escalate to L3 or raise TAC case as required for further investigation, as required Integration management: Manage integrations between Zscaler and other security tools, such as SIEM (Security Information and Event Management) and EDR (Endpoint Detection and Response) systems.

Documentation and training

Maintain and create detailed technical documentation for configurations, procedures, and troubleshooting steps. Provide training and knowledge transfer to L1 support staff.

Advanced duties and skills API utilization

Leverage Zscaler APIs to automate policy updates, reporting, and monitoring tasks.

Zero Trust implementation

Enforce zero-trust security principles and manage the different components that comprise the Zero Trust Exchange.

Certificate management

Manage and troubleshoot issues related to enrollment and web server certificates used by Zscaler Client Connector and other infrastructure components.

Advanced firewall policy

Manage integrated cloud firewall capabilities, including filtering policies, NAT control, and DNS control policies.

User and device troubleshooting

Troubleshoot advanced user-specific issues, such as failed authentication or issues with the Zscaler Client Connector on endpoints. Work Experience Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA).