We are seeking a ZTNA Operations Support Engineer to join our Network Security Operations team. This role is primarily focused on the day-to-day operation, monitoring, and support of Zero Trust Network Access (ZTNA) services.
You will be responsible for ensuring reliable and secure user access, handling incidents, and maintaining operational excellence across our Zero Trust environment. This position is ideal for professionals with hands-on experience in support, troubleshooting, and service operations within secure access platforms (ZTNA, VPN, or SSE) using Zscaler.
Key Responsibilities
- Provide L3 operational support for the ZTNA platform.
- Handle incident, request, and problem management through ticketing systems.
- Troubleshoot and resolve:
- User access and connectivity issues
- Authentication and SSO-related problems
- Application access failures and latency complaints
- Perform initial triage, impact assessment, and escalation when required.
- Monitor platform health, alerts, and dashboards to ensure service availability.
- Execute standard operational changes (policy updates, user onboarding/offboarding, access adjustments).
- Maintain and follow runbooks, SOPs, and escalation procedures.
- Support major incident management (MIM) and post-incident reviews (RCA support).
- Work closely with engineering teams for issue handoff and permanent fixes.
- Contribute to continuous service improvement and operational efficiency.
Required Qualifications
- Experience in network/security operations or technical support roles.
- Hands-on experience with ZTNA, VPN, or remote access solutions.
- Familiarity with at least one major vendor platform (Zscaler, preferred, but not exclusively).
- Strong understanding of:
- TCP/IP, DNS, and basic network troubleshooting
- Authentication flows (SSO, MFA, SAML, OIDC)
- Experience working with ticketing systems (e.g., ServiceNow, Jira).
- Ability to analyze logs and identify root causes of common issues.
Preferred Qualifications
- Experience in Security Operations Center (SOC) or Network Operations Center (NOC) environments.
- Exposure to SSE/SASE environments.
- Familiarity with endpoint posture, device compliance, and access policies.
- Experience supporting large-scale enterprise environments.
Soft Skills
- Strong customer support mindset with clear communication skills.
- Ability to prioritize and manage multiple tickets under SLA pressure.
- Detail-oriented with strong documentation habits.
- Team player with a proactive approach to operational stability.