Summary: * Working in an agile ecosystem, the SecOps Support Engineer comfortably uses their networking expertise and understanding of the dynamic environment with a variety of technologies, people, and processes to expediently troubleshoot and resolve Zscaler reported issues by asking the right questions in the right scenarios and engaging with the right technical groups as needed. * The successful candidate thrives on the challenge of troubleshooting, isolating, and resolving networking, systems, or applications related issues and has the uncanny ability to connect and communicate effectively and clearly with relevant groups from users to technical groups to management. S/he has the ability to develop creative solutions for systemic problems and is not afraid to propose them to management. * When not slaying or taming the Zscaler dragon, the candidate enjoys managing and perfecting the security ticket queue for reduction in count, adherence to SLAs, and accountability. Additionally, the SecOps Support Engineer ensures operational excellence by executing systems admin tasks using runbooks with the hopes of developing a better one if required or enhancing existing ones.
About the Role: * Ability to develop solutions for systemic problems * Instill fearless creativity and not afraid to propose innovative solutions to management * Effectively manage, triage, and resolve Zscaler support tickets escalated to the security team in a timely manner * Coordinate with users and relevant technical teams to troubleshoot escalated support issues * Provide Zscaler administrative duties such as configuring firewall and URL filtering policies via change control process * Assess and analyze configurations and alerts for tuning recommendations and/or for promotion key alert(s) to possible detection rules * Develop new runbooks and update existing support content * Provide weekly activity report and update monthly KRIs * Perform security systems administration tasks using existing runbooks * Perform security queue management via provided guidance * Other duties as assigned
Technical Skills: * Minimum 3-year of Zscaler Internet Access (ZIA) engineering and administration experience * Minimum 4-year experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products * Minimum 2-year of cybersecurity experience and familiarity with tools and processes such as SIEM, EDR, NDR, incident response, etc. * Experience with operating systems such as Macs, Windows, and Linux * Experience troubleshooting network issues and familiarity with the necessary tools (Ping, Traceroute, MTR, etc). * Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS etc * Working Knowledge of networking and security products and enterprise Network Infrastructure * Familiarity with Network Protocol Analyzers (tcpdump, Wireshark) o Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS) * Authentication systems such as LDAP, MS AD etc o VPN technologies such as IPSec and VPN clients o Scripting knowledge (SHELL, Python, Perl) would be appreciated * Zscaler certifications preferred, ZCCA-IA Security Specialist & Zscaler Certified Cloud Administrator - Internet Access
Soft Skills: * Excellent written and verbal communication skills * Excellent people engagement and teamwork * Think outside the box
Nice to Have: * Experience in incident response, threat triage, log analysis, and data correlation * Experience in cloud access security broker (CASB) * Experience in other Zscaler products such as ZDX, ZPA, etc * Experience or familiar with cloud security
You may also have: * Zscaler Certified TAC Associate - Internet Access (ZCTA-IA) * Zscaler Certified Cloud Professional - Internet Access (ZCCP-IA) * CompTIA Network+, CCNA, CCNP * Security+ * Wireshark Certified Network Analyst