Manager - Global Customer Service Operations

Job Summary

We are seeking an experienced Zscaler L3 Engineer to provide advanced support, administration, troubleshooting, and optimization of Zscaler cloud security solutions. The candidate will act as an SME for Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA), and related network security technologies, supporting global enterprise environments.

Responsibilities Zscaler Administration Operations

• Administer and support ZIA, ZPA, ZDX, and Zscaler Client Connector (ZCC).
• Troubleshoot complex user access, authentication, SSL inspection, and connectivity issues.
• Manage URL Filtering, Cloud App Control, Firewall, ATP, DLP, and Access Policies.
• Configure and support GRE/IPSec tunnels, PAC files, and traffic forwarding.
• Perform root cause analysis (RCA) for critical incidents.
• Work with Zscaler TAC and customer teams for issue resolution.
• Conduct security policy reviews and recommend best practices.
• Participate in customer meetings and provide technical guidance.
• Handle P1/P2 incidents and escalation management.
• Review and implement production changes.
• Create SOPs, KB articles, and technical documentation.
• Coordinate with vendors and internal infrastructure teams.

Required Skills

• Strong hands-on experience with ZIA, ZPA, ZDX, and ZCC.
• Good understanding of TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, GRE, IPSec, VPN, and SAML.
• Experience with Azure AD/Entra ID, Active Directory, MFA, and Identity Providers.
• Strong troubleshooting, log analysis, and customer communication skills.
• Experience working in enterprise security and Zero Trust environments.

Preferred Certifications

• ZTCA
• ZDTA
• ZDTE
• ZDXA
• Ccna/ccnp
• Cissp/cism

Keywords

ZIA, ZPA, ZDX, ZCC, SSE, SASE, Zero Trust, SSL Inspection, GRE, IPSec, Browser Access, ATP, DLP, Cloud Firewall, L3 Support, SME