Zscaler Service Edge Support Specialist

TEKsystems•Springtown, TX

1d•$35 - $50•Remote

About The Position

This role provides Tier 2 support for Zscaler ZIA and ZPA incidents, focusing on access, performance, and usability issues. The specialist will troubleshoot traffic forwarding, authentication, and policy enforcement, manage incident tickets to reduce backlog and prevent recurrence, and support high-severity incidents with root cause analysis. Responsibilities include configuring application segments and access policies, collaborating with global teams, collecting diagnostics, and creating technical documentation. The ideal candidate understands Zero Trust security principles, SSE, and SASE architectures, with hands-on experience in Zscaler ZIA, ZPA, and ZDX. Advanced troubleshooting in traffic forwarding, authentication, and policy enforcement is crucial, as is familiarity with Zscaler Client Connector and App Connector lifecycle management. The role requires collaboration across global teams, including gathering diagnostic data and acting as a liaison. Experience in configuring application segments and access policies for private resources is necessary, along with a proven ability to support high-severity incidents and conduct root cause analysis. Skilled creation and maintenance of technical documentation are also key.

Requirements

Understanding of Zero Trust security principles and technology such as Secure Service Edge (SSE) and Secure Access Service Edge (SASE) architectures.
Hands-on experience with Zscaler ZIA (Internet Access), ZPA (Private Access), and ZDX (Digital Experience), including configuration and troubleshooting.
Advanced troubleshooting capabilities in areas such as Traffic forwarding, Authentication flows, and security policy enforcement.
Familiarity with Zscaler Client Connector (ZCC) and App Connector software updates and lifecycle management.
Ability to collaborate across global teams (client platforms, core networking, L1, L2 escalations,) to drive incident resolution, including gathering diagnostic data such as packet captures, and acting as a liaison across cross-functional teams.
Experience in configuring Application segments and defining Access policies to manage network reachability to private resources.
Proven ability to support high-severity incidents, conduct root cause analysis, and contribute to the resolution of complex incidents.
Skilled in creating and maintaining comprehensive technical documentation, including Network diagrams, Standard operating procedures (SOPs), Test plans, etc.
Practical hands-on experience with the deployment and/or operational, administrative support of Zscaler Security Service Edge (SSE), Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA) and Zscaler Digital Experience (ZDX).
Technical proficiency in the use of SSL inspection and secure web gateway technologies, with expertise in policy management such as URL filtering, Firewall rules, DNS security, Sandboxing, Data loss prevention (DLP).
Understanding of leveraging Identity Providers (IDP) for authentication.
Experience with Apple (macOS), Windows 11/endpoints, and respective endpoint configurations.
Incident management
Security
Strong troubleshooting skills in: Traffic forwarding, Authentication flows, Security policy enforcement
Experience supporting incidents in a production environment
Knowledge of: URL filtering, firewall rules, DNS security, sandboxing, DLP
Experience with endpoint environments: Windows 11 macOS
Ability to work cross-functionally and communicate clearly during incidents

Nice To Haves

Hands‑on experience with Zscaler SSE, including: Zscaler Internet Access (ZIA) Zscaler Private Access (ZPA) Zscaler Digital Experience (ZDX)
Experience with Zscaler Client Connector (ZCC) and App Connector lifecycle management
Familiarity with Zero Trust, SASE, and SSE architectures
Experience integrating Identity Providers (IdP) for authentication
Strong documentation and diagramming skills

Responsibilities

Provide Tier 2 support for Zscaler ZIA and ZPA incidents (access, performance, usability)
Troubleshoot traffic forwarding, authentication, and policy enforcement issues
Manage and resolve incident tickets; reduce backlog and prevent repeat issues
Support high-severity incidents and perform root cause analysis
Configure application segments and access policies for private resources
Collaborate with global teams (networking, client platforms, L1/L2 support)
Collect diagnostics (logs, packet captures) to support issue resolution
Create and maintain technical documentation (diagrams, SOPs, test plans)
End user support for incidents submitted relative to the use of Zscaler ZIA and ZPA, performance, access and/or usability issues.
Work to assess open tickets/INC’s and reconcile with team members to ensure remediation or closure, address backlog of INC’s.
Engage with other team members on various support and incident recurring patterns with intent of identifying root-cause issues as to address.