Zscaler technical support

• Act as the escalation point for Zscaler-related issues, perform root cause analysis, and ensure timely resolution of complex security, networking, and performance problems
• Manage and support the Zscaler security infrastructure, including Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA)
• Manage application segments and segment groups to define and control user access to private internal applications
• Manage and update Proxy Auto-Configuration (PAC) files after seniors review, including all exceptions and redirection configurations
• Support On-Prem PSE Proxy servers
• Configure Cloud App Control and URL filtering policies to govern web and SaaS application access
• Integrate the Zscaler platform with an identity provider (IdP) for user authentication and automated provisioning via standards like SAML and SCIM
• Assist in the deployment and configuration of Zscaler services, ensuring all security policies and settings are correctly implemented and maintained
• Optimize security policies, access control lists (ACLs), and traffic forwarding methods for both ZIA and ZPA to enhance security and performance
• Investigate and resolve SSL inspection bypass issues, using traffic decryption capabilities to analyze problems with specific URLs or applications
• Manage and investigate incidents related to Data Loss Prevention (DLP), handling sensitive data exposure alerts and policy violations
• Diagnose and resolve advanced connectivity issues using log analysis, deep packet inspection (DPI), and other debugging techniques
• Analyze Zscaler logs to monitor for security issues and generate reports on system performance and security events
• Review Sandbox reports in the Dashboards and Analytics sections
• Work closely with network, security, and DevOps teams, as well as third-party vendors and Zscaler support, to troubleshoot and resolve issues
• Escalate to L3 or raise TAC case as required for further investigation
• Manage integrations between Zscaler and other security tools, such as SIEM (Security Information and Event Management) and EDR (Endpoint Detection and Response) systems
• Maintain and create detailed technical documentation for configurations, procedures, and troubleshooting steps
• Provide training and knowledge transfer to L1 support staff
• Leverage Zscaler APIs to automate policy updates, reporting, and monitoring tasks
• Enforce zero-trust security principles and manage the different components that comprise the Zero Trust Exchange
• Manage and troubleshoot issues related to enrollment and web server certificates used by Zscaler Client Connector and other infrastructure components
• Manage integrated cloud firewall capabilities, including filtering policies, NAT control, and DNS control policies
• Troubleshoot advanced user-specific issues, such as failed authentication or issues with the Zscaler Client Connector on endpoints

Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA)