Sr. Manager - Cloud & Security Customer Service Operations

Job Summary:

We are seeking an experienced and skilled Level 3 ZscalerEngineer for security/networking team. In this role, you will be the subjectmatter expert (SME) for Zscaler products including Zscaler Internet Access(ZIA), Zscaler Private Access (ZPA), and related cloud security technologies.You will handle complex escalations, lead strategic design and implementationefforts, and ensure optimal performance and security posture of the Zscalerinfrastructure.

Key Responsibilities:

• Act as a Level 3 escalation point for Zscaler-relatedincidents, changes, and performance issues.
• Lead architecture, deployment, configuration, andintegration of Zscaler solutions (ZIA, ZPA, ZDX).
• Work closely with security architects, networking teams, andend-user services to ensure successful rollout and ongoing support of Zscalerservices.
• Optimize Zscaler policies and configurations for security,performance, and compliance.
• Troubleshoot and resolve complex technical issues related toweb filtering, SSL inspection, policy enforcement, and private applicationaccess.
• Maintain and tune IPSEC/GRE tunnels, PAC files, AppConnectors, and ZEN nodes.
• Perform Zscaler service upgrades, health checks, andparticipate in DR/BCP planning.
• Collaborate with vendors and Zscaler support for ticketresolution and feature enhancements.
• Develop and maintain documentation, standard operatingprocedures, and technical runbooks.
• Provide mentorship and guidance to Level 1/2 support staff.

Required Qualifications:

• Bachelor''s degree in Computer Science, InformationTechnology, or related fieldor equivalent experience.
• 6+ years of experience in IT networking and security, withat least 4 years in a Zscaler role.
• Strong hands-on experience with Zscaler Internet Access(ZIA) and Zscaler Private Access (ZPA).
• Deep knowledge of network protocols, firewalls, proxy, DNS,VPN, and Zero Trust architecture.
• Good understanding of Firewalls.
• Experience with cloud and hybrid environments (AWS, Azure,GCP) and integration with Zscaler.
• Proficient in traffic analysis tools and techniques(Wireshark, tcpdump, etc.).
• Familiarity with Identity Providers (Okta, ADFS, Azure AD)and SAML/SSO integration.
• Excellent problem-solving skills and the ability to workindependently under pressure.

Preferred Qualifications:

• Zscaler certifications (e.g., ZCCA-IA, ZCCA-PA, ZscalerCloud Security Specialist).
• CCSE, CCSA, CCNP- Security
• Prior experience in a large-scale enterprise environment.
• Exposure to SIEM tools and integration (Splunk etc.).

Soft Skills

• Strong analytical and problem-solving skills
• Excellent verbal and written communication
• Ability to handle high-pressure incident response scenarios
• Collaborative and team-oriented mindset
• Willing to work in flexible shifts