Sr Manager - Cloud & Security Customer Service Operations

Job Summary:

We are seeking an experienced and skilled Level 3 Zscaler Engineer for security/networking team. In this role, you will be the subject matter 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 implementation efforts, and ensure optimal performance and security posture of the Zscaler infrastructure.

Key Responsibilities:

Act as a Level 3/Level 4 escalation point for Zscaler-related incidents, changes, and performance issues.

Lead architecture, deployment, configuration, and integration of Zscaler solutions (ZIA, ZPA, ZDX).

Work closely with security architects, networking teams, and end-user services to ensure successful rollout and ongoing support of Zscaler services.

Optimize Zscaler policies and configurations for security, performance, and compliance.

Troubleshoot and resolve complex technical issues related to web filtering, SSL inspection, policy enforcement, and private application access.

Maintain and tune IPSEC/GRE tunnels, PAC files, App Connectors, and ZEN nodes.

Perform Zscaler service implementation , upgrades, health checks, and participate in DR/BCP planning.

Collaborate with vendors and Zscaler support for ticket resolution and feature enhancements.

Develop and maintain documentation, standard operating procedures, and technical runbooks.

Provide mentorship and guidance to Level 1/2 support staff.

Required Qualifications:

Bachelor''s degree in Computer Science, Information Technology, or related fieldor equivalent experience.

8+ years of experience in IT networking and security, with at least 6 years in a Zscaler role.

Strong hands-on experience with Zscaler Internet Access (ZIA), ZIA , ZDX 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. Implementation and solution designing.

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 work independently under pressure.

Firewall knowledge on Checkpoint, Fortigate firewalls.