Zscaler Architect

• Zscaler System Support & Troubleshooting:
• Provide day-to-day support and troubleshooting for Zscaler solutions, including Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA), and Zscaler Cloud Firewall for multiple client environments.
• Diagnose and resolve issues related to network connectivity, user access, security policies, and performance within the Zscaler platform.
• Perform root cause analysis for complex incidents, including network performance issues, policy misconfigurations, and service disruptions.
• Resolve escalated tickets and ensure all incidents are resolved in a timely manner, minimizing downtime and impact to clients.
• System Monitoring & Optimization:
• Monitor the health and performance of Zscaler solutions across multiple client environments, identifying and addressing potential issues proactively.
• Analyze system metrics, network traffic, and service performance to optimize the Zscaler platform for improved speed, reliability, and user experience.
• Perform regular configuration reviews and recommend improvements to ensure Zscaler solutions are operating efficiently and securely.
• Incident Management & Escalation:
• Take ownership of critical incidents and manage escalations, working with internal teams and Zscaler support to resolve issues promptly.
• Conduct post-incident reviews and document lessons learned to prevent recurrence and improve service delivery.
• Coordinate with clients and stakeholders to ensure transparency and timely communication during incidents.
• Security & Policy Management:
• Assist in configuring and managing security policies across Zscaler solutions, including URL filtering, SSL inspection, access controls, and firewall rules.
• Ensure that Zscaler deployments adhere to security best practices, including Zero Trust principles and compliance requirements (e.g., GDPR, HIPAA).
• Collaborate with clients to ensure that security configurations align with their organizational requirements and security posture.
• Collaboration with Cross-functional Teams:
• Work with internal teams (e.g., Network, Security, Operations, and Client Success) to ensure proper integration and implementation of Zscaler solutions across client environments.
• Engage with client technical teams to provide guidance and support during deployments, configuration changes, and troubleshooting.
• Support the development and delivery of training materials for clients to help them better utilize Zscaler features and capabilities.
• System Maintenance & Upgrades:
• Keep Zscaler systems up-to-date by applying patches, updates, and configurations as needed to ensure the system remains secure and performant.
• Conduct health checks and periodic assessments of the Zscaler platform to identify and address potential areas for improvement.
• Coordinate and execute system upgrades and configuration changes in a controlled manner, ensuring minimal disruption to client services.
• Automation & Scripting:
• Develop and implement automation scripts to improve operational efficiency and streamline routine administrative tasks, such as configuration changes and user policy updates.
• Use scripting languages and APIs to automate tasks and improve the overall support process for clients.
• Documentation & Knowledge Sharing:
• Maintain detailed documentation for all Zscaler configurations, incidents, troubleshooting steps, and solutions for internal reference and client knowledge sharing.
• Create knowledge base articles and FAQs to assist both clients and internal teams in resolving common issues and queries related to Zscaler.
• Client Engagement & Consulting:
• Serve as a trusted advisor to clients, providing recommendations for optimizing their Zscaler deployment and usage to meet business and security objectives.
• Provide ongoing support to clients through regular check-ins, technical reviews, and strategic recommendations to improve their security posture and network performance.

• 3+ years of hands-on experience with Zscaler solutions, including Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA), Zscaler Cloud Firewall, and related technologies.
• Proven experience with supporting and troubleshooting Zscaler deployments in a managed services or enterprise environment.
• Experience working in multi-client environments and providing support for large-scale Zscaler implementations.
• Technical Skills:
• Expertise in configuring and supporting Zscaler solutions, including traffic forwarding, policy management, cloud firewall, and SSL inspection.
• Strong understanding of networking fundamentals, such as DNS, HTTP/S, VPN, and IPSec.
• Proficiency with API integrations and scripting languages (e.g., Python, PowerShell) to automate tasks and streamline operational processes.
• Familiarity with Zero Trust security models, network segmentation, and cloud security best practices.
• Knowledge of enterprise network security solutions, such as firewalls, IDS/IPS, proxies, and VPNs.
• Problem-Solving & Troubleshooting:
• Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex issues in Zscaler environments.
• Experience with traffic flow analysis, log analysis, and system performance optimization.
• Communication & Client Management:
• Excellent verbal and written communication skills, with the ability to communicate complex technical information to non-technical stakeholders.
• Ability to engage with clients to understand their requirements, provide solutions, and deliver exceptional service.
• Strong client-facing skills and the ability to manage expectations and build lasting relationships.
• Security & Compliance Knowledge:
• Understanding of cloud security, Zero Trust, and compliance frameworks such as GDPR, HIPAA, and PCI DSS.
• Experience implementing security policies in cloud-based security solutions like Zscaler.
• Certifications:
• Zscaler Certified Professional (ZCP) or equivalent Zscaler certification is preferred.
• Additional certifications such as Certified Information Systems Security Professional (CISSP), Certified Information Security Manager (CISM), or Certified Cloud Security Professional (CCSP) are a plus.

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