Z SCALER Technical Support (Bengaluru)

**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). .