Zscaler Service Edge Support Specialist

Location: Springtown

Description

Key Responsibilities Provide Tier 2 support for Zscaler ZIA and ZPA incidents (access, performance, usability) Troubleshoot traffic forwarding, authentication, and policy enforcement issues Manage and resolve incident tickets; reduce backlog and prevent repeat issues Support high-severity incidents and perform root cause analysis Configure application segments and access policies for private resources Collaborate with global teams (networking, client platforms, L1/L2 support) Collect diagnostics (logs, packet captures) to support issue resolution Create and maintain technical documentation (diagrams, SOPs, test plans)

Description:

Zscaler Security Service Edge Support Specialist - Understanding of Zero Trust security principles and technology such as Secure Service Edge (SSE) and Secure Access Service Edge (SASE) architectures. Hands-on experience with Zscaler ZIA (Internet Access), ZPA (Private Access), and ZDX (Digital Experience), including configuration and troubleshooting.

- Advanced troubleshooting capabilities in areas such as Traffic forwarding, Authentication flows, and security policy enforcement. Familiarity with Zscaler Client Connector (ZCC) and App Connector software updates and lifecycle management.

- Ability to collaborate across global teams (client platforms, core networking, L1, L2 escalations,) to drive incident resolution, including gathering diagnostic data such as packet captures, and acting as a liaison across cross-functional teams.

- Experience in configuring Application segments and defining Access policies to manage network reachability to private resources.

- Proven ability to support high-severity incidents, conduct root cause analysis, and contribute to the resolution of complex incidents.

- Skilled in creating and maintaining comprehensive technical documentation, including Network diagrams, Standard operating procedures (SOPs), Test plans, etc. Responsibilities for this role/work:

- End user support for incidents submitted relative to the use of Zscaler ZIA and ZPA, performance, access and/or usability issues.

- Work to assess open tickets/INC's and reconcile with team members to ensure remediation or closure, address backlog of INC's.

- Engage with other team members on various support and incident recurring patterns with intent of identifying root-cause issues as to address. Technical knowledge and expertise requirements:

- Practical hands-on experience with the deployment and/or operational, administrative support of Zscaler Security Service Edge (SSE), Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA) and Zscaler Digital Experience (ZDX).

- Technical proficiency in the use of SSL inspection and secure web gateway technologies, with expertise in policy management such as URL filtering, Firewall rules, DNS security, Sandboxing, Data loss prevention (DLP). Understanding of leveraging Identity Providers (IDP) for authentication.

- Experience with Apple (macOS), Windows 11/endpoints, and respective endpoint configurations. REMOTE Position

Skills

Incident management, Security

Top Skills Details

Incident management,Security

Additional Skills & Qualifications

Preferred

Skills:

Hands-on experience with Zscaler SSE, including:
Zscaler Internet Access (ZIA) Zscaler Private Access (ZPA) Zscaler Digital Experience (ZDX) Strong troubleshooting skills in:
Traffic forwarding Authentication flows Security policy enforcement Experience supporting incidents in a production environment Knowledge of:
Secure Web Gateway / SSL inspection URL filtering, firewall rules, DNS security, sandboxing, DLP

Experience with endpoint environments:
Windows 11 macOS Ability to work cross-functionally and communicate clearly during incidents Nice-to-Have Skills

Experience with Zscaler Client Connector (ZCC) and App Connector lifecycle management Familiarity with Zero Trust, SASE, and SSE architectures Experience integrating Identity Providers (IdP) for authentication Strong documentation and diagramming skills

Experience Level

Intermediate Level

Job Type & Location
This is a Contract position based out of Springtown, TX.
Pay and Benefits
The pay range for this position is $35.00 - $50.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Final date to receive applications
This position is anticipated to close on Jun 17, 2026.

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