ZScaler Network SME
Serve as a ZScaler Network SME enabling the Department of Homeland Security (DHS) mission and enterprise network infrastructure. The applicant will serve as the primary technical authority for designing, deploying, administering, upgrading and optimizing enterprise-wide Secure Access Service Edge (SASE) solutions using the Zscaler cloud security platform. This role leads the operational architecture across Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA), and Zscaler Digital Experience (ZDX), driving modern Zero Trust initiatives
- The Zscaler Network SME will be the technical lead performing the following:
Architecture & Engineering: Design, implement, and maintain enterprise Zscaler deployments (ZIA, ZPA, ZDX, and Zscaler Client Connector) across multi-cloud and hybrid corporate environments. - Policy & Governance: Create, audit, and tune security policies, including URL filtering, Cloud Application Control, SSL/TLS deep packet inspection, Data Loss Prevention (DLP), and sandbox policies.
- Zero Trust Deployment: Formulate and execute access policies within ZPA to enable least-privilege direct access to internal applications in private clouds (AWS, Azure, GCP) and on-premises data centers without traditional VPN overhead.
- Operational Troubleshooting: Serve as Tier-3/Tier-4 escalation support for complex proxy routing, PAC (Proxy Auto-Configuration) file debugging, identity integration, authentication drops, and application latency issues.
- Agent Lifecycle Management: Manage enterprise distribution, health checks, profile tuning, and version upgrades of Zscaler Client Connector (ZCC) across macOS, Windows, iOS, and Android platforms.
- Observability & Analytics: Leverage ZDX and cloud analytics to isolate user experience degradation across endpoint, network ISP, and application levels; configure automated alerting and SIEM log integration (Splunk, Cribl).
- Cross-Functional Integration: Partner with Identity and Access Management (IAM) teams to configure SAML/SCIM attributes with IdPs such as Okta, Microsoft Entra ID (Azure AD), or Ping Identity.
- Troubleshooting & Incident Management: Provide Tier 2/Tier 3 escalation support for network outages, circuit degradations, and performance issues; conduct root cause analyses (RCA) and coordinate vendor support.
- Documentation & Asset Management: Maintain accurate network diagrams (Visio), topology maps, inventory databases, standard operating procedures (SOPs), and change control tickets (ServiceNow/Remedy).
- Support On-Call & Escalation Management: support 24/7/365 on-call rotation readiness to respond to Tier 3 critical network incidents within SLA limits and coordinating cross-functional escalation pathways. When needed to restore services, the Senior Network Engineer will provide a solution and implement an Emergency Change Request (ECR), Emergency Break Fix (EBF), or Change Request.
- Root Cause Analysis (RCA) or Post Incident Reporting: Participate in the Root Cause Analysis (RCA) or post incident analysis of problems for mission critical applications, mission essential applications, and mission essential network infrastructure as well as recurring issues on the enterprise IT infrastructure.
- Project Support: Partner with program and project managers to align network engineering deliverables, milestone schedules, and resource planning with enterprise project objectives.
- Excellent problem-solving and analytical skills, with the ability to troubleshoot complex network issues.
- Scheduled and Adhoc Travel: Ability to travel within the United States either on short notice or scheduled, up to 20% of the time.
Required
1. Must have a minimum of 5+ years of relevant experience
The candidate should have strong hands-on experience with:
- Zscaler Internet Access (ZIA): Security policies, URL filtering, SSL inspection, traffic forwarding, authentication, and advanced troubleshooting.
- Zscaler Private Access (ZPA): App Connectors, application segments, access policies, private application connectivity, and troubleshooting.
- Zscaler Client Connector (ZCC): Deployment, configuration, forwarding profiles, upgrades, endpoint compatibility, and troubleshooting.
- Zscaler Digital Experience (ZDX): Application performance monitoring, network path analysis, latency investigation, and troubleshooting.
- PAC Files: Advanced knowledge of JavaScript-based PAC files, proxy configurations, routing logic, and application-specific bypass requirements.
- PowerShell: Scripting and automation for troubleshooting and operational support.
- Zscaler ZIA administration certification or equivalent official training.
- Zscaler ZPA administration certification or equivalent official training.
- Zscaler ZDX training or relevant certification, where available.
- Cisco CCNA or CCNP.
- CompTIA Security+.
- Relevant Zscaler Zero Trust or advanced security training.
2. Enterprise Networking and Advanced Troubleshooting
The ideal candidate should have strong knowledge of TCP/IP, DNS, routing, firewalls, VPNs, TLS/SSL, proxy architecture, and network traffic analysis.
The SME should be able to independently diagnose complex connectivity, authentication, application performance, and security policy issues; coordinate with other technical teams; and document root causes and corrective actions.
Certifications
MUST BE ABLE TO PASS A CBP BI
Nice to Have
Enterprise Applications and Technology Integration – Highly Desirable
Our environment includes a wide range of enterprise technologies and specialized applications. The SME should be comfortable investigating Zscaler-related connectivity, authentication, performance, and security policy issues involving:
- Security and monitoring: Splunk, Cribl, CrowdStrike, and Okta.
- Cloud platforms: AWS and Microsoft Azure.
- Developer tools: GitHub, Docker, Git, Visual Studio, VS Code, development repositories, APIs, and other enterprise development platforms.
- Mobile technologies: Mobile devices, mobile applications, wireless connectivity, VPN interactions, and mobile device management solutions.
- ZSIM: Connectivity and security troubleshooting involving ZSIM-related applications and infrastructure.
- WCTTV camera systems: Network connectivity, remote access, streaming, and security policy compatibility for camera-related services.
- Drone technologies: Connectivity and application access requirements associated with drone-related platforms, management software, and supporting services.
